Technical Support Manager

hace 2 días


Ciudad de México, Ciudad de México Avaya Corporation A tiempo completo
About the Opportunity

We are seeking a highly skilled Technical Support Manager to join our team at Avaya Corporation. As a critical member of our Delivery Management team, you will act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and meet operational service level agreements.

Key Responsibilities
  • Establish relationships with clients for assigned accounts
  • Drive technical issues to resolution among technical teams
  • Act as a customer advocate and escalation point into service delivery team 24/7
  • Maintain awareness of all customer projects or changes
  • Lead critical client escalations (Incident Management)
  • Conduct customer and management briefings concerning operational decisions, scheduling requirements
  • Ensure service level agreement compliance and reporting
  • Conduct operation reviews as defined in the contract
  • Provide technical guidance and support to Avaya customers on the Avaya platform
  • Understand customer business needs and formulate solutions
Requirements
  • At least 10 years of hands-on technical experience with Avaya Unified Communications products
  • Knowledge of ITIL and ITSM
  • Proficient in MS Office applications (Excel, Word, PowerPoint)
  • Prefer telecom experience
  • Prefer working technical knowledge of Avaya platforms and capabilities
  • Previous experience in a customer-facing role
  • Previous experience in a technical role
  • Ability to work across organizational boundaries to drive resolution
Benefits
  • Comprehensive health insurance plans
  • Wellness and employee assistance programs
  • Generous time-off policy
  • Access to on-demand platforms for skill enhancement
  • Cultural immersion program
  • Feedback loop for career growth and development

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