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    Customer Support Manager - Oslo, Norge - Carina Software Inc

    Carina Software Inc
    Carina Software Inc Oslo, Norge

    6 dager siden

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    Beskrivelse
    Ascertra is on the lookout for a dynamic Customer Support Manager to join our team. Ascertra is a Constellation Software Inc.


    company (TSX:
    CSU) and has offices globally including within the United States of America, Canada, the UK, Norway, India and more. Our global teams work together to create the best possible experience for employees and customers.

    The Support Manager is responsible for overseeing and managing the global customer
    support teams, ensuring efficient and effective delivery of product support services to
    external customers and internal teams. This role involves coordinating support activities,
    developing, and implementing support processes, managing resources, and maintaining
    high levels of customer satisfaction. This role is crucial to ensuring the success of Ascertra's customers' use of our products.

    The aim is to make the everyday working life more effective for our customers within the scope of the SLA.

    Maintain excellent and effective working relations with external Customers and internal
    teams ensuring the Support Team provides timely solutions to reported issues maintaining
    detailed records of support requests, resolutions and actions taken.

    Develop an effective working knowledge of all Ascertra's products.

    Responsibilities:


    • Lead and manage Customer Support team, including hiring, training, scheduling, and
    performance management.


    • Foster a positive and collaborative work environment, promoting teamwork and
    continuous improvement.


    • Provide coaching and mentorship to team members to enhance their technical skills
    and customer service abilities.


    • Maintain, Develop and Implement Support processes and procedures to ensure timely
    resolution of incidents and service requests.


    • Monitor service performance metrics, analyze trends, and identify areas for
    improvement to ensure adherence to company SLAs


    • Serve as a point of escalation for critical incidents and ensure they are resolved in a
    timely manner by maintaining strong relationships with key client representatives and
    other internal teams.

    Requirements and Skills:


    • University degree, college diploma or equivalent industry experience in computer
    science or engineering.


    • Proven experience and track record in Customer Support management, with a strong
    understanding of technical support processes and methodologies for business-critical
    software.


    • You must have the ability to speak, read and write fluently in Norwegian and English.
    • Excellent leadership and interpersonal skills, with the ability to motivate and inspire
    team members.


    • Solid problem-solving and decision-making abilities, with a focus on delivering high-quality customer service.
    • Strong communication skills, both verbal and written, with the ability to effectively
    interact with stakeholders at all levels.


    • A technical mindset with great attention to detail
    • You can understand how our customers operate and the challenges they have.
    • You take initiative and responsibilities without being directed from task to task.
    • You are action oriented, social, committed, and structured.
    • You deliver quality in your work and complete your commenced tasks.
    • You can handle several activities in parallel.
    In addition, you have experience and knowledge within several of the following areas:
    o Interest and experience with information management solutions.
    o Good knowledge of Microsoft Office products.
    o Databases.
    o Microsoft Azure and Cloud-based technology.
    o Specific experience from cloud-based software solutions and IT Operations is
    an asset, but not a requirement.
    o Knowledge of cyber security principles (or have worked in a regulated
    environment)

    Location:

    This role is based in Ascertra's Oslo office, Norway.
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