Manager, US Server Support bei IONOS Inc.

Job Purpose:

Lead the Server Support team in handling first, second and third level customer inquiries via phone, e-mail and chat.  This position requires the person to lead a team to not only resolve customer issues as their main task, but also selling additional services during the calls.  Instills a culture of ownership, resolution and customer satisfaction in the team.   

Responsibilities:

1. Have final accountability for the superior customer support delivered by the Server Support team by maintaining a trained, engaged and properly staffed unit as evidenced though the achievement of Service Level, Contact Resolution Rate, Customer Satisfaction and Sales After Support targets
2. Utilize and analyze data from workforce management systems and traffic and scheduling analyst to maintain appropriate levels for staffing and performance management
3. Maintain service quality standards; recommend appropriate metrics for performance assessment and maintain productive partnerships with Quality Assurance staff to assess staff performance towards standard
4. Using data, provide coaching and development of first, second and third level support agents; discuss and agree to professional and technical developmental plans for staff 
5. Provide enhanced and focused coaching to staff who have opportunities for improvement  
6. Concentrate on giving the customer a superior experience with high first contact resolution by maintaining sound staffing levels and properly trained staff. 
7. Discuss and agree to appropriate sales after support targets with Head of Customer Care, motivate the agents to enhance their income by using various sales techniques; deliver sales coaching as needed 
8. Handle more advanced technical issues as required
9. Using effective problem analysis, escalate and/or inform  in a collaborative fashion complex issues or identified patterns of issues to appropriate senior management and other customer care teams when appropriate.
10. Monitors department effectiveness and efficiency through various KPIs and provides direct manager with analysis and drives improvement strategy 
11. Regularly disseminate information to the team regarding departmental and company objectives, key process changes or improvements, company office events and notifications, and other information essential to the functioning of the unit. 
12. Select new staff members through sound application of behavior based interviewing and other assessment methods
13. Participate and/or lead projects or improvement initiatives for the Customer Care department 
14. Collaborate cross site with overseas Server Support management colleagues on global initiatives 

Required Qualifications:

• 3-5  years of relevant technical customer service experience
• A proven internal success track record with increasing responsibility and exhibiting personal leadership qualities 
• Excellent knowledge of Domain Registry and the policies associated as well as DNS
• Strong spoken and written communication skills a must
• Ability to communicate technical processes clearly to customers and coworkers
• Team orientation 
• Willing to learn and adapt to new technologies in a changing environment; keep abreast of technological advancements relevant to department’s function and make appropriate recommendations. 
• Maintain high levels of integrity and be able to handle confidential business and employee related situations
• High School Diploma
• Travel will be required for this role

Preferred Qualifications:

• Prior management experience either with the company or in other professional experiences preferred
• Bachelors in Business or IT related major
• Understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
• Understanding of web hosting software such as IIS and Apache
• General familiarity with call center phone systems/routing/queues
• Web programming, including PHP, ASP, ASP.NET, MySQL and MSSQL
• German language skills a plus
• Skill in web design and web hosting environment 

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis. 
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time
• The ability to travel domestically and/or internationally on occasion as required. 

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.  This job description is subject to change, but remains in effect until superseded in writing by the Company. 

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.