Position: Client Support Manager
Company: thePerson
Category: Support
Experience required: 2y
English level: fluent

Yaana is a privately held billing software and consulting company dedicated to delivering Predictive Analytics Software and Consulting Services to Mobile Network Operators. Our software and consulting services give our clients the ability to analyze, design, simulate and predict future profit impacts. The company is well known within its industry are one the upcoming vendors to the mobile operator industry and is currently expanding their activities very rapidly. We invite you to be part of this journey where initiative is highly appreciated and where you will have an excellent opportunity to sculpt the company.
 
The client supporter will be involved in new client implementation as well as setting up the client on our internal systems. Part of the job will be to validate client’s setup using advanced Excel sheet to ensure correct setup. The client supporter will also perform classic customer care support such as receive calls and e-mails from customers concerning problems with various software systems (1 level support) that have relevance to NeuString’s products. Each call and e-mail received will be documented in a call tracking system, and quality service offered on every action taken. The client supporter is responsible for resolving all 1 level issues and escalating problems as necessary.
 
The schedule for this position will vary and some work outside normal working hours must be expected due to client being situated all over the World (with different time-zones and holiday). Client support needs to be accessible for our clients on Saturdays and Sundays so some work must also be expected here.

Responsibilities:

Receive and resolve inbound calls and emails from our clients (1 level support)
Implementing and maintaining new and existing corporate client accounts.
Loading test data for our clients and creating reports.
Taking ownership for issues, investigation and resolution of queries.
Deep knowledge of NeuString Analytics products and business processes.
Prepare and conduct online training session (potentially on client premises)
Takes prompt corrective actions where necessary or suggests alternative courses of action to be taken.
Regular feedback to manager on cases, queries and issue resolution.
Identifying trends in queries and making suggestions on reducing future query levels
Escalation of any issues that may hinder Client Services from reaching agreed service levels.
Updating client support cases.
Retention tasks in regards to current client installations.
Communicate with the development, test and operations team regarding ongoing support issues.

Qualifications:

Must be customer-oriented with great problem solving and communication skills
Desire to be both a team player and an individual contributor
Advanced Excel knowledge and experience
Strong attention to detail and very quality oriented.
Minimum 2 year Technical Support experience
Minimum 3 year of help desk operations experience
Dependable, punctual
Excellent English written and verbal communication skills due to many International clients.
Experience with Linux and Windows operating systems is a plus.