Customer Success Center Lead at Carousel Industries, Inc (Atrion) in Exeter, Rhode Island

Job Description:

Customer Success Center Lead

US--

Job ID: 2024-6829
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Responsibilities

The Customer Success Center Lead role provides multi-faceted support to NWN Carousel clients/end users and Managed Service Operations capacity. The role is responsible for the resolution of a variety of desktop-related problems including hardware, operating system, applications and/or network configuration. This Lead will develop and implement comprehensive training programs for new and existing employees.

This role requires strong communication and analytical skills to assist the NWN Carousel clients. Must demonstrate a commitment to working through problems to resolve and complete tasks with a high level of accuracy.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

· Problem Resolution: Address and resolve a variety of desktop-related problems. This includes troubleshooting issues related to hardware, operating systems, applications, and network configurations.

· Training Programs: Develop and implement comprehensive training programs for both new hires and existing employees. Ensure that all staff are well-versed in the latest technologies and procedures.

· Client Support: Provide top-notch support to NWN Carousel clients. This involves strong communication and analytical skills to understand and address client needs effectively.

· Accuracy and Commitment: Demonstrate a commitment to working through problems diligently. Ensure tasks are completed with a high level of accuracy and efficiency.

· Collaboration: Work collaboratively with other team members to provide seamless support and enhance the overall customer service experience.

· Continuous Improvement: Stay updated with the latest industry trends and technologies. Continuously seek ways to improve the support provided to clients and the efficiency of internal processes

Additional job responsibilities include, but are not limited to:

· Demonstrated understanding of common information architecture frameworks

· Offers ideas and suggestions to support the achievement of goals.

· Provide targeted learning and development opportunities for existing employees.

· Actively participate in aligning learning and development goals with business initiatives.

· Collaborate with leadership to identify training needs.

· Drive continuous improvement of core processes to maintain end-user experience while optimizing efficiency.

· Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements:

The following are minimum qualifications and requirements required for this role:

· 2-3 years of work experience.

· Bachelor's Degree preferred or equivalent work experience.

· Able to work independently and successfully in team environment.

· Understanding of basic operating systems and desktop hardware.

· Proactively initiates key relationships to collaborate and pool resources with internal and external partners.

· Ability and desire to quickly learn new technologies and concepts.

· Effective at building trust in relationships with peers, clients, and management.

· Manages different audience needs with customer-focus.

· Strong analytical skills.

· Ability to think strategically and act tactically.

· Work a flexible work schedule including nights and weekend shifts.

· Strong oral and written communication.

· Strong interpersonal skills.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans

PI249993697

Salary:

$75,000.00

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