Customer Support Manager

Broadband Customer Support Manager

Aptus Logo

Bagenalstown, Carlow (office based)

                                 €Negotiable DOE   

              To apply please submit your CV to jobs@aptus.ie

 

Company Overview

Aptus Broadband is a Regional Internet Service Provider (WISP) based in the South East specializing in Broadband and Telephone Services for Rural Areas. Aptus Broadband offer a wide range of high-quality broadband and telephone services for both business and residential throughout the South East.

Candidate

This role would ideally suit an enthusiastic Customer Support professional with strong management, customer service experience and IT technical knowledge. An individual who is passionate about people and technology in equal measures, with the ability to provide day-to-day leadership and guidance to a team of enthusiastic technical support professionals. The person will be people orientated, motivated, technically minded, and enthusiastic about customer service. They will be eager to learn and will get the opportunity to progress within a fast-paced environment while being encouraged and given the opportunity to develop their career in a well-established successful broadband company.

Role

This role will involve leading a team of technical support professionals who provide first class support to Aptus customers, both business and residential, while promoting a support culture that goes above and beyond what the customer expects ensuring that every Aptus customer support contact is positive. The successful candidate will have responsibility for growing and developing their team and encouraged to improve and streamline company process to deliver an improved customer experience and greater team efficiencies. They will be reviewing customer support tickets for completion and accuracy while also spotting trends in support issues where improvements can be achieved by a change of process or change in technology through close collaboration with their peers.

The Role
  • Manage a team of enthusiastic customer support professionals
  • Promote a culture of best in class customer support.
  • Coaching, mentoring, and developing your staff to excel in their careers.
  • Provide technical support and customer care guidance and direction to your team.
  • Provide technical assistance to Aptus field engineering team.
  • Provide technical support to both residential and business customers.
  • Manage and review customer support tickets for completion and accuracy.
  • Analysis customer problems to identify trends and develop solutions.
  • Help develop and implement a Wi-Fi strategy for end users.
  • Monitor network performance using network management tools.
  • Document all work on NMS (Network Management System).
  • Develop and document company procedures to drive efficiencies and improvement in the operations for technical support.
  • Work collaboratively with other leaders to develop and improve processes and systems across the organisation.
  • Provide feedback from customers sales and accounts team.
  • Report all work weekly at Management Meetings.
  • Represent the Company with the highest standards of professionalism.
Skills Required
  • Good understanding of customer support, operations, and processes.
  • Strong desire to provide high-quality customer service.
  • Good management and leadership skills.
  • Minimum of four years of supervisory / management experience.
  • Team player who demonstrates positive, constructive interpersonal skills.
  • BSc in Information Technology (Honours Degree or higher qualification) or equivalent.
  • Have a good understanding of Routing, Switching, Firewall’s and VoIP.
  • Be technically minded with strong troubleshooting skills.
  • Excellent communication skills with a positive and professional ability dealing with internal and external customers.
  • Have a mature outlook with proven ability to deal with problems and solve them effectively.
  • Extremely organised, with high attention to detail and a strong work ethic.
  • Excellent time management skills and ability to effectively manage multiple tasks.
  • Self-motivated and able to work productively with minimal direction.
  • Have proactive and positive approach to tasks.

To apply please submit your CV to jobs@aptus.ie