CallTek
CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.
Customer Success Manager
May 9, 2024
CallTek
CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.
📋 Description
• Supervise the performance of the engineering team, offering constructive feedback to ensure adherence to established processes and procedures • Manage ticket assignment processes, ensuring equitable distribution of workload among agents • Monitor real-time dashboard data, escalating priority tickets and VIP escalations as necessary for timely resolution • Cultivate strong relationships with engineering and brand teams to enhance communication and client resolution times • Review brand standards and create reference materials for agents to ensure compliance • Identify procedural gaps and update process documents to enhance team efficiency • Allocate resources effectively to address severity tasks and escalations promptly • Ensure adequate coverage during critical hours and facilitate additional training and certifications for agents • Provide guidance and support to agents by shadowing on tech dispatches and identifying process improvements • Track and resolve login issues and manage leave approvals based on business needs • Attend daily meetings with the engineering team and provide weekly utilization reports • Conduct weekly engineering meetings and maintain a training tracker for new agents
🎯 Requirements
• Bachelor's degree in a relevant field • Minimum of 3 years of experience in a customer success or similar role • Strong leadership and communication skills • Proficiency in data analysis and dashboard monitoring • Ability to foster collaboration and maintain positive working relationships with cross-functional teams • Detail-oriented with the ability to identify procedural gaps and implement improvements • Prior experience in resource management and scheduling preferred • Familiarity with ticketing systems and customer support tools • Ability to adapt to a fast-paced environment and prioritize tasks effectively
🏖️ Benefits
• N/A
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