iboss is hiring a

Customer Service Representative (CSR) Manager

Orlando, United States
Full-Time

iboss has created the first and only Distributed Gateway Platform specifically designed to solve the challenge of securing distributed organizations. Built for the cloud, iboss leverages an elastic, node-based architecture that provides advanced security for today’s decentralized organizations and scales to meet the ever-increasing bandwidth needs of tomorrow. The iboss Distributed Gateway Platform is backed by more than 100 patents and protects over 4,000 organizations worldwide, making iboss one of the fastest growing cybersecurity companies in the world.

The CSR Manager will be responsible for a global team of CSr’s supporting all incoming support requests of iboss customers. The CSR team is the first line of customer interaction into our Engineering Services department. The CSR Manager will be responsible for ensuring high levels of customer satisfaction leveraging streamlined workflow processes and automation to provide the highest quality of customer service in our industry. The CSR Manager will work closely with the Technical Service Engineer Managers, Technical Implementation Managers and Escalation Teams to ensure efficient and optimal customer experience. The CSR manager will also assist with daily office operations. 

 

Responsibilities

  •  Ensure Optimal performance of global CSR team
  • Under the direction of the Technical Support Director, develop and maintain processes and procedures for efficient customer support
  • Mentor and aid in professional development of team members
  • Act as a strategic and technical escalation point for CSRs
  • Communicate customer issues to Techncial Support Managers and Technical Support Director
  • Monitor support systems and implement workflow enhancements that will improve the customer experience
  • Monitor support systems to ensure compliance with policies, procedures and SLAs
  • Escalate any critical issues or issues impacting multiple customers to the Technical Support Director
  • Management of daily office operations including interfacing with the corporate HQ, ordering supplies, maintaining schedules, and providing support to the Engineering Managers and employees·       

Qualifications

  • Previous managment experience in a customer support environment
  • College degree preferred
  • Strongf workflow and analytical skills
  • Possess a strong work ethic and team player mentality
  • Ecellent verbal and written communication skills
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Strong detail orientation and listening skills
  • Ability to organize, multi task, and implement office procedures
  • Ability to streamline processes and identify new solutions

Benefits

  • Health, Vision, Dental, Chiropractic - open to domestic partners
  • 401K with company match
  • Paid Time Off (PTO)
  • Company paid holidays
  • Optimistic, supportive, and FUN work environment
  • Fantastic quarterly company events
  • Free catered lunches every Fridays
  • Free snacks

 

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

*This position is not eligible for sponsorship of work visas

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