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MDU Customer Support Group Lead (1357)

Company: Single Digits, Inc.
Location: Riverside
Posted on: January 16, 2022

Job Description:

Single Digits, Inc. is a leading provider of intelligent managed networks, next generation Wi-Fi solutions, High-Speed Internet Access management and global support solutions.

At Single Digits, we provide end users with The Connected Life Experience--- - a seamless, effortless, and robust connectivity experience to increase revenue, improve customer/resident satisfaction and ultimately increase the value of their property.

In 2020, we launched PlatformONE TM - a world-class fully integrated wireless connectivity software platform to enhance customer opportunity and experience.

We currently serve over 5,700 customers globally, across multiple industries including hospitality, student housing, multi-family, senior living, transportation, retail, federal and municipal government facilities.

Daily duties and responsibilities include: Acting as an operational escalation point for a customer aligned team of NOC technicians, ensuring prompt resolution or escalation of any and all tickets, building and maintaining a relationship with our customers, ensuring our shared pools of technical resources are properly caring for our customers.

The SGL (Support Group Lead) is a highly visible, customer facing position with the following responsibilities: Ensure a knowledgeable, consistent, and positive experience for our customers
Manage all aspects of the OSR lifecycle including hiring, firing, training, performance management, etc.
Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage
Engage in and review severity 1/2 tickets as required
Act as an escalation point for all members of the NOC team as they work to resolve tickets pertaining to:
Down equipment
BAP/Software questions
Escalated guest tickets
Participate in the daily NOC briefings
Maintain an expert level knowledge of our customers
Develop a relationship with key stakeholders within each account. Use this relationship to improve the SD reputation and enable us to participate in additional opportunities.
Act as an advocate for your assigned customer group
Review tickets for trending issues - Daily/Monthly
Compare Tickets to Authentications - Daily
Review dashboards to ensure we are meeting SLA's - hourly/daily/monthly
Facilitate resolution of open items throughout support, conference, break-fix, Product, PSG, and development.
Continue a regular dialog with your account team peers in other departments; Sales, Product, Call Center, etc.
Attend large project internal kick-off meetings (> -$150k)
Attend onsite acceptance testing for larger projects (> $300k)
Attend regular PSG to support handoff meetings (weekly/monthly)
Know new customers before they hit the support team. Ensure the NOC is prepared for success
Participate in QA reviews of a site post-project
Act as a dedicated point of contact for assigned accounts as needed
Act as a managerial escalation point for all issues pertaining to the assigned account
Ensure proper communication to key stakeholders during and after an outage situation
Ensure the support team is following all policies and procedures related to your assigned account
Be aware of each outage and consolidate tickets whenever possible
Facilitate the movement of Severity 1/2/3 tickets following protocol
Ensure the team quickly identifies severity 1/2 outages
Motivate and drive the team to maintain the following KPI's
0 unassigned tickets
All tickets updated every 24 hours
0 tickets older than 5 days
Ensure all billable items are sent to sales via the TSR process
Act as an SME to the training department

12+ Months in a highly visible customer facing position
Previous experience managing people and leading a team
Excellent communication skills
Basic understanding of excel
Completion of all training modules
Knowledge of basic networking principles
Previous account management and leadership experience preferred
Previous education in Network Management a plus.
Someone located in the Riverside/Los Angeles area preferred.

This position requires a highly-motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling a must; evenings and weekends.

Full Time Position
Vision discounts
Domestic Partner benefits
401(K) with a company match
Voluntary Life/AD&D
Long Term Disability (LTD)
Employee Assistance Program
Health and Wellness Program
Flexible Spending Account
Holidays - 9 per calendar year
Paid Time Off (PTO)
Parental Leave
Reimbursement Plans

Keywords: Single Digits, Inc., Riverside , MDU Customer Support Group Lead (1357), Other , Riverside, California

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