Customer Care Manager

  • Location:
    Sao Paulo, Brazil
  • Additional Location(s)
    Rio De Janeiro
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Internet of Everything
  • Job Id
    1024944
New
What You'll Do 

As a Customer Care Manager you'll be the point of contact for Operator escalations. As the face of CIsco-Jasper your responsibilities will include proactive problem solving as well as process improvement to ensure a great customer experience.

As a Customer Care Manager you'll be responsible for the following:

* Proactively monitor ticket queues ensuring timely completion of open items and adherence to contracted SLAs 
* Manage strategic relationships with multiple Wireless Operators globally 
* Build and maintain systems and workflow for escalations 
* Establish and enhance processes that support company and departmental standards and strategies 
* Drive ongoing process improvement throughout the customer care team with a particular focus on data-driven decision making 
* Work cross-functionally with the operations, engineering, and product teams to drive improvements to the entire customer experience 
* Manage multiple projects within a network development and operations environment 
* Prepare regular reporting incorporating data from key KPIs to measure our continued success and adherence to mandated SLAs
* Monitor queues and work with team leads to ensure quality and speed in responses as well as appropriate internal follow-up on bugs and backlog items 
* Knowledge of wireless telecommunications networks, network OSS/BSS systems and functions and an understanding across wireless and/or communication business functions: marketing, business, network, IT, Operations.
 
Who You Are

You'll thrive in a fast moving environment with many moving pieces. You'll possess a track record of providing the highest levels of customer service as well as be a driver to ensure there is follow through from our cross functional teams to resolve issues in a timely manner.


What You'll Need
* 6-10 years of work experience including both customer facing internal roles.
* Experience performing technical customer support in networking, wireless and SaaS or relevant technical areas strongly preferred 
* Passion for creativity and technology 
* Demonstrated expertise developing and using metrics to drive process and quality 
* Experience interfacing with engineering, architecture and operations teams within a communication provider or wireless service/network provider
* Knowledge of wireless telecommunications networks, network OSS/BSS systems and functions and an understanding across wireless and/or communication business functions: marketing, business, network, IT, Operations.
* Experience with pulling together detailed project reports and managing risks, issues and dependencies
* Excellent communication and presentation skills
* Comfortable working across disciplines to have a whole-business approach to customer care 
* Exceptional written and oral communication skills 
* Experience running projects from concept through delivery to finish at the highest quality level
* Fluency in Spanish, Portuguese preferred (written and verbal) other languages desirable. 

Who You'll Work With

Cisco-Jasper has designed its industry-leading software-as-a-service (SaaS) IoT platform to enable companies of all sizes to rapidly and cost-effectively launch, manage and monetize IoT services on a global scale. When an enterprise evolves to embrace IoT, it transforms into much more than a product business. It becomes a service business, capable of automatically managing customers' entire IoT service lifecycle, delivering increased customer value and unlocking new sources of revenue. More than 3,500 companies, including many of the world's top brands, choose Cisco-Jasper to fast-track their IoT services. 

The recent acquisition of Jasper will allow Cisco to offer a complete IoT solution that is interoperable across devices and works with IoT service providers, application developers and an ecosystem of partners. By combining forces, Cisco-Jasper is well positioned to leverage its existing strength in the IoT space and provide enterprise customers a broad suite of IoT services such as enterprise Wi-Fi, Fog computing, security for connected devices, and advanced analytics to better manage device usage.


Why Cisco
Our enterprise customers span Connected Car, Connected Home, tablets, smart meters, medical devices, connected construction equipment, plus thousands more devices from iPhones and Kindles to dog trackers. Right at the crux of these varied deployments lie our Device Lifecycle Management capabilities which provide enterprises a powerful mechanism to manage their devices in ways that make sense for their businesses. 

We Are Cisco.

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