Technical Service Manager

Requirements:

Bachelor's degree in Computer Science, Business Management, or related field or equivalent work experience

Strong technical and/or operational support background.

Strong telecom industry knowledge.

Ability to foster internal and external relationships

Required Interpersonal Skills

o Strong analytical, business logic and problem resolution skills

o Strong oral and written communication skills

o Strong control and follow-up skills

o Strong leadership skills o Solid decision making skills

o Strong conflict resolutions skills

8 Years Customer Support experience

5 Years Technical Support experience

The Technical Service Manager I (TSM I) provides post-implementation technical
solutions to the client's business problems and gain in depth knowledge of the
client's technical environment to help prevent issues. The TSM II serves as a
communication link between the client (External) and the support teams (Level 1
/2) as they are the liaison between a client's business problem and a
production support team's technical solution to the problem. This position
requires a medium to high level of experience and skill across several key
disciplines, such as: client applications, Web based applications, Mainframe
application systems, telecommunications and customer service.

Principal Duties and Responsibilities: Participate in customer visits to gain understanding of customer's environment and use of our products and services. o Use this knowledge to recommend service enhancements thus improving customer satisfaction by enhancing the value provided to the customer. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Performs as a Subject Matter Expert (SME) for a number of medium to highly complex product solutions. Accesses both product and customer requirements to determine strategy for delivering a cost effective and timely solution. Accurately interprets and validates contractual commitments and takes ownership for implementing the products and services described in the contract. Understand how to interpret client's business needs and translate them into application and operational requirements Reviews contracts with Account Owners to help establish and clarify expectations. Reviews all aspects of the implementation with Customer to establish and clarify expectations.