The job: Customer Support Manager at OceanSat

The customer support Manager is responsible for overseeing and managing our support helpdesk application. This position requires an high level of problem solving and troubleshooting ability along with training and coaching a team to better develop a superior customer experience. This position will also ensure that we are metting our SLA requirements for our customers.

 

Essential Duties

  • Handle first line support excalations
  • Professionally resolve excalated issues via personal customer contact
  • Communicate with sales and technic to optimize customer experience
  • Organizing and driving reocurring team meetings
  • Reporting on key metrics for the team
  • Work and coordinate with overall team

Required Experience

 

  • Preferred experience in IT
  • Required technical and professional expertise
  • Experience with customer support helpdesk usage
  • 5 Years' experience in customer service
  • Experience in the maritime environment

Qualifications

 

  • Fluency in Dutch and English
  • Excellent communication and interpersonal skills to effectively communicate with customers and colleagues
  • Creative and resourceful problem-solving abilities
  • Advanced level in Microsoft Word and Excel

Personal Characteristics

 

  • Optimistic attitude
  • Customer oriented
  • Effective communicator
  • Professional Behavior
  • Problem solver
  • Self-motivator

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