Technical Support Manager I

hace 6 días

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

Unlock Customer Satisfaction

The Technical Support Manager role is a critical position within Avaya Operations Services, serving as a liaison between Avaya and customers to ensure satisfaction and meet operational service level agreements. This individual will focus on customer service, product knowledge, and ITIL core process expertise, leveraging resources across technical teams to expedite problem resolution.

Key Responsibilities:

  1. Establish and maintain relationships with clients for assigned accounts.
  2. Drive technical issues to resolution among technical teams.
  3. Act as a customer advocate and escalation point for service delivery team 24/7.
  4. Maintain awareness of all customer projects or changes.
  5. Lead critical client escalations (Incident Management).
  6. Conduct customer and management briefings on operational decisions and scheduling requirements.
  7. Ensure service level agreement compliance and reporting.
  8. Conduct operation reviews as defined in the contract.
  9. Provide technical guidance and support to Avaya customers on the Avaya platform.
  10. Understand customer business needs and formulate solutions.
  11. Act as a point of escalation and assist in resolving technical issues.
  12. Support planned maintenance and resolve queries related to reports or system functionality.
  13. Resource to undergo and pass security clearance as required by Avaya customers, prior to service start date.
About You

What We're Looking For

Previous Experience & Knowledge (Essential & Desirable):

  1. Knowledge of ITIL and ITSM.
  2. Proficient in MS Office applications (Excel, Word, PowerPoint).
  3. Prefer telecom experience.
  4. Prefer working technical knowledge of Avaya platforms and capabilities (min 10 years).
  5. Previous experience in a customer-facing role.
  6. Previous experience in a technical role.
  7. Ability to work across organizational boundaries to drive resolution.
  8. Resource to undergo and pass security clearance as required by Avaya customers, prior to service start date.

Qualifications, Certifications, Education or Alternative Expected:

  1. At least 10 years of hands-on technical experience with Avaya Unified Communications products.
  2. Deep understanding of the CC environment and business needs.
  3. Strong documentation skills (reports, Visio, action plans, updating technical and functional documents, etc.).
Benefits

Our Benefits Include:

  1. Well-Being: Comprehensive health insurance plans, wellness, and employee assistance programs.
  2. Recharge & Refuel: Generous time-off policy and opportunities for growth.
  3. Continuous Learning: Access to on-demand platforms and cultural immersion programs.
  4. Growth & Development: Regular feedback and check-ins to identify career paths.
  5. Giving Back: Opportunities to impact communities and participate in the annual Month of Giving.

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