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Manager of Customer Support

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Old 07-09-2012, 02:24 PM   #1
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Manager of Customer Support

Know a seasoned inbound call center or helpdesk manager looking for a new opportunity? NewTek has an immediate opening for a Manager of Customer Support to continue our legacy of top-notch product support building customer loyalty, improving productivity and enhancing support talent. This role leads the Customer Support team through proven experience in performance management, metrics, support technology, and team development.

Candidates should possess the following qualifications:
• At least five years increasingly-responsible experience including use of CRM and BI software, with at least two years in staff management.
• Extensive knowledge of inbound customer support processes.
• Superb communication skills. Able to comfortably interface with dissatisfied customers, channel partners, Sales, Engineering, and senior management.
• Demonstrated success in managing and developing a growing support team in a niche technical market segment.
• Must have demonstrated background in recommending process and method improvements, effecting change despite roadblocks, and establishing policies.
• Strong command of process metrics and measures related to support delivery.
• Ability to articulate technology requirements; direct technology experience a plus.
• Experience working with a worldwide sales and service channel; Spanish, Portuguese or Mandarin language skills a plus.
• Bachelor’s degree in Computer Science, Engineering, or Video Production or demonstrated equivalent experience.
Interested NewTek employees should contact their immediate supervisor to apply for this role. A resume and letter of interest from external candidates may be forwarded to Peter Haller, [email protected].

The deadline for submissions is 6pm Monday, July 16
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