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Customer Support Manager

Company: MetaMetrics, Inc
Location: Durham
Posted on: November 11, 2019

Job Description:

The role of the Customer Support Manager is to ensure customer inquiries are handled accurately, professionally, and in a timely way. MetaMetrics uses customer communications to establish a rapport with our client base and build upon our brand. This role will develop and maintain best practices for delivering grade A customer service, soliciting feedback to proactively identify issues, and improve product quality.The ideal candidate would have several years of experience in either customer service and/or education, be curious and willing to learn and be proactive and independent in making continuous improvements in our processes.Essential Duties & Responsibilities--- Take ownership of customer inquiries and issues and follow them through to resolution in a polite and professional manner--- Create and maintain support policy/procedures and documentation in a standardized way--- Be proficient in understanding our products and services, supporting research and development, and the backend technology --- Stay on top of product initiatives, sales cycles, and marketing workflows. --- Analyze metrics, compile reports, and communicate results to key stakeholders --- Communicate to stakeholders any incidents, failures, defects, or feedback that (potentially) impacts customers or might address future improvements--- Develop, implement and manage the Researcher Program, which supports researchers with free access to some of our services--- Perform other duties as assignedSupervisory Responsibilities None. Provides support only in accordance with the organizations policies and applicable laws..

Education and/or Experience: Associates or Bachelor's degree, or 3-5 years comparable work experience. While not required, experience in the education industry is a plus.Computer Skills: Proficient in MS Word, MS Access and other MS Office applications, basic knowledge of Internet navigation and search utilities, excellent typing and word processing skills, high degree of comfort and ability for computer system and network navigation, knowledge of how to create, search for, copy, move, rename, and change file types, knowledge of how to transport and save information across different formats.Other Qualities:--- Excellent communication, interpersonal, and conflict resolution skills.--- Strong sense of timeliness and deadlines; ability to work quickly, efficiently, and independently.PM18 PI115251549

Keywords: MetaMetrics, Inc, Durham , Customer Support Manager, Executive , Durham, North Carolina

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