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Customer Support Manager

Expired Job

Bracket Global Feasterville Trevose , PA 19053

Posted 2 months ago

Looking for the right company?BracketScience. Technology. Service.

Bracket offers a unique suite of solutions, with a unique perspective on clinical research development. We focus on bringing together best-in-class science, technology and service to drive superior clinical outcome results for our clients and for their patients. If you are a creative problem-solver and have a hard-wired, instinctual commitment to exceptional customer service, we'd love to talk to you!

Is this job right for you?

Essential Duties and Responsibilities:

Note: Other duties may be assigned.

  • Oversee the customer support function including management of customer support tickets and administration of customer software licenses.

  • Ensure overall positive customer experience with SmartSupplies support function.

  • Monitor customer support ticket queue and assign tickets to appropriate internal resources for troubleshooting and resolution.

  • Track status of open tickets and work with both Bracket colleagues (US + India) and customer personnel to manage tickets to complete resolution.

  • Check tickets for incomplete items or insufficient documentation and request the necessary / additional information from customers.

  • Update ticket status and provide work efforts and root cause analysis documentation for issues raised by customers.

  • Escalate urgent customer support issues to management as appropriate.

  • Provide regular reporting and analysis of customer tickets in JIRA for internal review.

  • Assist management in preparation for customer governance meetings.

  • Monitor and ensure Bracket compliance with customer SLAs and identify potential SLA violations preemptively.

  • Develop and track KPIs for better understanding of support issues by customer, issue type, etc.

  • Monitor and report to management long-term trends of queues for SLA compliance.

  • Identify opportunities for, and implement, process improvements.

  • Other administrative duties as appropriate.

Do you have the right background for this job?

Education and Experience

  • Bachelors degree or equivalent years of experience

  • 4+ years of experience in customer services, help desk, or network operations center environment, preferably supporting enterprise software product

  • Experience working with customer technology solutions and support requirements

  • Excellent interpersonal, verbal, and written skills and be able to establish & maintain positive working relationships and communicate effectively with both Bracket and customer personnel

  • Proven ability to work in a team-oriented work culture, providing back-up support to team members & establishing / maintaining effective work relationships with co-workers within and across functional areas necessary

  • Ability to work independently with little oversight

  • Ability to communicate clearly and succinctly, both verbally and in writing

  • Highly organized and detail-oriented with ability to prioritize, execute and track tasks and responsibilities in order to meet established individual and group deadlines

  • Working knowledge of software development life cycle (SDLC) concepts preferred but not required

  • Experience with JIRA preferred but not required

  • Experience working in a regulated technical environment and/or previous experience with clinical software preferred

  • Willingness and ability to work non-standard business hours as needed including availability to provide support after hours and on weekends if necessary

  • Willingness and ability to travel if required

We treat our employees right:

A fully comprehensive benefits program with medical, dental, vision, company paid life insurance, short and long term disability. Great Paid Time Off program that starts with 20 days of accrual per calendar year; great 401k plan with company match that is 100% vested immediately. Paid parental leave and other competitive benefits.

Bracket is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment regardless of race, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. Bracket is also committed to complying with all fair employment practices regarding citizenship and immigration status.

The right opportunity is waiting for you here at Bracket, what are you waiting for? Apply now!


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Customer Support Manager

Expired Job

Bracket Global