Manager of Advanced Support - Bilingual Spanish

Summary

Join DSI Systems Inc. as the Manager of Advanced Support – Bilingual Spanish, overseeing support operations, enhancing customer satisfaction, and driving service delivery improvements. You will lead a team, manage resources, collaborate with other teams, and act as a point of escalation for complex issues. This remote role requires quarterly travel to South Africa and Colombia. The position demands experience in customer service/support, at least 2 years in management, and proven success in improving customer support operations. DSI offers a comprehensive benefits package including medical, dental, vision, life insurance, 401k matching, paid time off, employee profit sharing, and an AT&T wireless discount.

Requirements

• Experience in a customer service/support role
• At least 2 years in a managerial capacity
• Proven experience in managing and improving customer support operations
• Excellent problem-solving and analytical skills
• Exceptional interpersonal and communication skills
• Ability to work in a fast-paced environment and handle multiple priorities
• Familiarity with or experience in the telecom industry

Responsibilities

• Lead and manage the advanced support team to ensure high-quality service delivery
• Develop and implement support strategies that align with company objectives
• Collaborate with cross-functional teams to resolve complex customer issues
• Monitor support metrics and KPIs to assess performance and identify areas for improvement
• Provide training and development opportunities for team members to enhance their skills and knowledge
• Act as a point of escalation for critical support issues and customer inquiries
• Foster a customer-centric culture within the support team
• Ability to manage remote teams in South Africa and Colombia

Benefits

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!