Related skills
crm salesforce zendesk case management ticketing systems📋 Description
- Lead and manage a team of Customer Success Technicians.
- Own escalation management and issue prioritization.
- Center of coordination for complex issues across internal teams.
- Support regional partners with timely technical assistance.
- Monitor and report MTTR and support metrics for improvements.
- Maintain documentation, processes, and knowledge base.
🎯 Requirements
- Bachelor’s degree or equivalent practical/field experience.
- 4+ years in technical support for capital equipment or related field, with some team leadership.
- Experience handling escalations and coordinating resolution across teams.
- Strong organizational and communication skills; ability to manage multiple priorities.
- Strong proficiency in data analysis; experience tracking MTTR and case metrics.
- Experience with CRM or ticketing systems (e.g., Salesforce, Zendesk).
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