Customer Support Manager

Customer Service Customer Service Posted 4 years ago


More than 30 hrs/week
More than 6 months

Intermediate Level

I am looking for a mix of experience and value


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GTeam FZ LLC provides software support services to customers who use our 25+ software products.  Our Customer Support Managers manage the day-to-day operations of our software support teams.

Each software support team has a Customer Support Manager (CSM) and a Technical Customer Support Manager (TCSM).  These managers work together to manage the overall team and the support experience we deliver to our customers.

CSMs manage the Level 1 support agents, who focus more on the customer experience, communication and resolving the less technical issues.

TCSMs manage the Level 2 agents, who focus on solving the escalated (and more technically challenging) support issues and working with our development team on software bug/defect resolution.

We are looking for CSM and TCSM candidates who have skills and experience in the following areas:

Customer Support Skills and Experience:

Customer conflict resolution;
Ticket handling;
Software Troubleshooting;
Virtual environments; and
Issue tracking.
Management Skills and Experience:

Change management skills;
Project management skills;
Leadership skills; and
Experience leading a team of at least 5 staff.
Technical Skills and Experience:

     CSMs and TCSMs should have a working knowledge of current Windows environments.
     CSMs and TCSMs should be familiar with common web browsers and basic internet protocols (e.g., http, ftp, rdp).
     TCSMs should have a strong understanding of technical troubleshooting and issue identification/resolution.
     TCSMs should be well versed in at least one of the following: database development/administration (SQL Server, Oracle, and/or MySQL); .NET programming; Java programming; another major programming language, and/or network administration.
     TCSMs should have a strong understanding of basic networking concepts.
Other Skills and Considerations:

        Communication Skills - All candidates for support positions must have excellent written and verbal communications skills in at least the English language.
        Dynamic Work Environment – Our support organization is a dynamic organization where we change processes, systems and priorities often, so candidates need to be agile and flexible in order to succeed in our continuous improvement model.
        Work Hours / Schedule - This job is only offered on a Full Time basis (40 hrs/wk) and CSMs work primarily US Eastern work hours (8am to 6pm), as this is when most of our customers are available.  We do have a significant number of customers in Europe as well and have some flexibility for earlier schedules on an exception basis.

We pay $15/hour for these positions ($600 fixed-price payment for a trial job if that trial leads us to hire you). We work with you through one of several approved staffing and payment platforms which will charge a percentage fee on your gross earnings. For United States citizens and permanent residents, we pay $12/hour because we have to cover W-2 processing through these platforms.

How to qualify for the position:

Show us who you are. We need verifiable identification, online skills tests, and a brief Skype video interview. This part of the process is not paid, but it won’t last more than a week overall, and if you’ve got the motivation, you’ll be done in a few hours for work.
Try out the job. During a one-week fixed-price trial assignment, prove to us that we should give you the full-time position of 40 hours/week at the job’s hourly rate. We’re looking for progress and dedication; if you show that, we may have other positions in DevFactory for you even if you don’t get the assignment quite right.
How to start:

We’ll make you a fixed-price offer to start qualifying, and you’ll get detailed instructions as soon as you accept this offer for the test phase. (This is not the paid part, but it’s how we get you into the appropriate recruiting team room.)

GTeam FZ LLC is proud to be an equal opportunity employer that provides an exceptional work environment.  All candidates will be required to undergo and pass a rigorous background check to ensure a safe and productive workplace.

To get started, click “Apply for this Position” below.

Activity on this Job

Last Viewed by Client: 6 months ago

Invites Sent: 42,603

Unanswered Invites: 0

Hired: 1

About the Client

(4.89) 1511 reviews

United Arab Emirates
Dubai 01:10 PM

6913 Jobs Posted
89% Hire Rate, 1 Open Job

Over $50,000 Total Spent
64,338 Hires, 2 Active

$19.21/hr Avg Hourly Rate Paid
2,069,723 Hours

Member Since Feb 14, 2012