Manager, E-Commerce Tech Support

Company: Applied Resource Group
Location: Atlanta, Georgia, United States
Type: Full-time
Posted: 08.AUG.2019

Summary

Manager, E-Commerce Tech Support Excellent opportunity for a Manager for E-Commerce Technical Support for one of our clients in the Sandy S...

Description

Manager, E-Commerce Tech Support

Excellent opportunity for a Manager for E-Commerce Technical Support for one of our clients in the Sandy Springs area!??Applied Resource Group is seeking a?Senior-level resource that has previously been in an e-commerce environment and has previously built and hired a team to help support e-commerce initiatives.

Duties & Responsibilities:

  • Ability to develop people, processes and policy to leverage modern technology and provide a quality customer experience
  • Hire a team of customer service associates for 24x7 call center with locations here in Atlanta, then transitioning to a remote call center for evening hours
  • Create effective technology integrations to handle inbound inquiries through telephony, web/app chat requests, text messages, calls, emails and more
  • Use Metrics and KPI?s to track customer satisfaction like NPS, Star Ratings, etc
  • Drive an attitude of SMILES every day across the organization to provide top notch customer service throughout the team, each and every day.
  • Build team & process from scratch to full production, to grow to world-wide operation with millions of customers and thousands of customer interactions?
Desired Qualifications
  • 4 Year Bachelor?s Degree
  • 5+ year? experience in fast paced, high volume call center/ help desk environment
  • Support of technology products supporting help desk functions (CRM/Help Desk Software, Chat, Text, telephony)
  • Experience in Management of end-to-end ticketing life cycle, with focus on ticket closure
  • ?End user? consumer focused, preferably in retail website/ecommerce environment
  • Knowledge of Help Desk/CRM Technology including Salesforce.com, Zendesk, Pipedrive, Trello, Atlassian Confluence, Jira, Nextiva VOIP Phone System, More
  • Blockchain Technology Experience Helpful, also familiar with .NET/Microsoft/ASP web applications, Android/Apple technology
  • Team Leadership/Mentorship, Employee Performance Reviews, Improvement plans, professional development

 
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