Customer Support

Customer Support Delivery Manager (Germany)

The Customer Support Delivery Manager is a newly created, high-profile position that will be instrumental in taking Bytemobile’s Customer Support to a new level of success. The Customer Support Delivery Manager will work directly with Bytemobile’s customers and Bytemobile Sales, Professional Services, Customer Support, and Training organizations. The Customer Support Delivery Manager will gain and apply a thorough knowledge of Bytemobile products and customer deployments, including the surrounding network interfaces. This individual will be self-motivated to provide timely, thorough planning and actions to successfully resolve problems and ensure customer satisfaction.

Responsibilities

  • Provide a comprehensive response to reported product incidents, ensuring responsiveness to customer requirements
  • Coordinate responsible personnel to provide solutions to complex situations affecting customer deployments
  • Build strong relationships as a basis for successful customer partnerships
  • Organize, attend and lead Customer Operations meetings, live or via teleconference
  • Attend scheduled sales meetings and build close relationships with the Bytemobile regional sales team
  • Generate SLA and other customer-requested reports; deliver and review with customers
  • Coordinate resolution strategies for customer service requests that may be difficult to close, as well as multiple requests from a single customer
  • Develop support strategies that meet individual customer needs and may benefit the entire customer base
  • Discuss technical situations at levels that are conducive to problem diagnostics
  • Proactively communicate to customers on product issues such as technical alerts, update availability and patch releases as applicable
  • Be available on short notice to travel to a customer site to assist with escalation issues
  • Act as a technical on-site liaison as necessary
  • Report metrics to measure Customer Support effectiveness
  • Actively contribute to the continuous improvement process and the ongoing development of a TQM culture — by changing behavior and identifying and implementing improvements to processes and activities — and encourage others to do the same

Required Qualifications

  • Minimum three years’ experience working directly with large customers, preferably mobile operators
  • Two to five years of implementation or diagnostics of telecommunication products in wireless or wire-line networks
  • Intimate knowledge of internet technology and operations
  • Demonstrated core networking experience, with skills in monitoring, debugging, and capacity planning and design
  • Demonstrated web and application-level experience, with skills in such protocols as HTTP/HTML, IMAP, SMTP, POP3, and MAPI
  • Demonstrated mobile networking experience, with skills in CDMA, 1xRTT, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols
  • Proven experience with IP routing and networking in the following areas: VLANs, VPN, GRE, firewalls, NAT, load balancing, OSPF, RIP, and BGP
  • Excellent verbal and written communication skills, with high standards for timeliness and quality, and a proactive approach
  • Comfortable communicating with high levels of customer management
  • Skills in interdepartmental interaction
  • Willingness to do what is necessary to get the job done
  • Self-motivation
  • Proven ability to independently solve problems without relying on others


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