Tier 2 Manager

4 months ago

Hanoi, Vietnam AireSpring Full time

**Company Description**
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year
- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".”

We combine incredible growth with the stability of a privately held, diversified, and debt free company. We work hard, play hard, celebrate our successes and pursue our goal of delighted customers with relentless passion.

Our experienced leadership team supports a vibrant and entrepreneurial corporate culture, giving you the chance to use your talents to make a real difference. At AireSpring, you’ll work alongside other smart and dedicated people to solve business and technology challenges while delivering excellent service to all of our customers.

A Unique Opportunity:
AireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We are seeking a talented, entrepreneurial Digital Product Manager to join our team and lead the portal evolution of our new AI based ITSM customer portal, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry leading customer-facing platform.

Primary Responsibilities:
Managing all daily operational activity, such as but not limited to:
- Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.
- Complete, and periodically maintain, proper departmental documention, such as but not limited to:

- troubleshooting guides,
- policies,
- procedures,
- processes,
- resolution guides,
- walkthroughs,
- training material.
- Ensuring documented departmental policies, procedures, processes, etc. are followed.
- Develop and maintain departmental and individual key performance indicators, per ticket-type SLOs, communication internal and content requirements, escalation SLAs, and reports that track key metrics associated to each.
- Continually identify, define, and lead initiatives that improve the customer experience, reduce ticket duration, eliminate ticket creations, avoid repetitive tasks, and/or streamline ticket handling.
- Maintain actual and forecasted personnel work demand calculators, with augments and training being completed prior to resource exhaustion.
- Improve existing tools, data, and content utilized or provided by Tier 2 to customers, agents, and other AireSpring departments.
- Act as the primary escalation point of contact for issues raised beyond technician and supervisors levels, and own a timely path to resolution and communication related to the escalation.
- Implement and maintain a robust root cause data gathering method for all tickets and escalations, and seek to eliminate/reduce go-forward similar tickets and escalations through inter-departmental process/data improvement initiatives, customer/agent education, personnel training, documentation improvements, tool changes/development, and automation projects.
- Set departmental standards, develop and maintain a robust quality assurance system, and manage the results to the standards.
- Ensure that the Tier 2 globally distributed technical support departments operate successfully 24x7 and that escalations and ticket management are performed by skilled and available resources during each shift.

**Qualifications**
Position Requirements:

- 5+ years of experience as a technical trouble ticket manager or supervisor, with 15+ reports, at a large 24x7 MSP/ISP that offers Internet, networking, security, HPBX, SD-WAN, and SIP services via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, and fiber/copper Ethernet).
- 3+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, HPBX, SD-WAN, and SIP services.
- Strong educator/mentoring skills to provide escalation-level assistance and support to technicians and supervisors that may require guidance on open tickets.
- Hands-on experience and technical certifications with Fortinet FW

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