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The ideal candidate must be a hands-on working supervisor, a team player, and be able to keep up with all customer requests while meeting the business service-level agreements. This is not just a management position- we are seeking someone who is a true team player, can provide high level assistance and enjoys working in a fast-paced environment.
Requirements:
- Prior Experience in providing external customer support in a Service Desk environment
- Prior experience in managing SLA’s
- Excellent verbal, written, organizational and interpersonal skills
- Ability to effectively communicate complex issues and needs
- Experience leading and mentoring iniduals and teams
- Natural ability to identify problems and seek solutions
- Ability to supervise and prioritize issues in a fast-moving environment
- Ability to work remotely and independently while maintaining productivity metrics
- 1 + years prior experience in a managerial role
Responsibilities:
- Function as lead point of contact for and ensure escalated issues and problems are accurately assessed; assists personnel in working with various departments to coordinate efforts and provide triage support and resolution
- Work cross-functionally on (multiple) customer issues simultaneously
- Manage a personal queue of cases representative of 50% of your time each week
- Ensure customer feedback and new or recurring problems are conveyed to the appropriate internal stakeholders
- Help ensure that the customer facing teams maintain an acceptable level of quality and standards within case management and responses
- Lead and direct the work of others (ex: delegation of cases, callbacks, etc.)
- Ensure responses to cross department inquiries regarding initial or ongoing support requests
- Supervises the identification and resolution of complex service issues and any other questions that may arise
- Ensures performance is within established Service Level Agreement (SLA) guidelines
- Supervise inidual and team performance expectations and goals
- Achieve team goals maximizing the success of team members by motivating, rewarding, and coaching through regular scheduled 1 on 1’s, maintaining employee development and satisfaction
- Participate in hiring and on-boarding of new team members
- Responsible for executing specific projects and programs related to customer retention and compliance as defined separately. Programs will include renewals, cancellation management, and compliance.
Compensation and Benefits
Salary: $70,000 - $95,000
Eligible for variable comp plan
Wowza offers a comprehensive benefits package which includes the following:
- Medical, Dental, and Vision insurance available 1st day of employment
- Generous Paid Time Off
- 401(k) with strong company match
- Dependent Care Flexible Spending Account
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Parental Leave
- Short-Term and Long-Term Disability
- Training & Development
- Employee Assistance Program (EAP)
The base salary range represents the anticipated low and high end of our salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies. The salary is one component of our total compensation package for employees.
Who We Are:
Wowza Media Systems is a Colorado-based, globally known leader providing video and media streaming software solutions to customers for whom video is mission critical but not a core competency. Wowza’s software enables its customers to deliver high fidelity video streams from (m)any sources to (m)any destinations, with low latency, reliable at large scale. Wowza’s solutions are implemented across video platforms, gaming, fitness, auction and commerce, education and government applications. The Company is backed by private equity firm Clearhaven Partners.
Why Work for Wowza:
Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local high schools to participating in events like SheTech, employees are able to cultivate the same creative energy that first brought the company to life. Employees are encouraged to take ownership of their role with limited oversight — and coworkers are happy to help one another out.
Wowza Media Systems is an equal opportunity employer, committed to creating a erse and inclusive environment for all people to thrive in.
