We celebrate the diversity of our teams and Tech One Global is a place where everyone can be themselves and are empowered to do their best work. Our purpose is to build an empowered community with empathy and growth mindset to build innovative solutions to achieve remarkable results.
It’s true. Our people can’t believe that their work here is actually a job. That’s because innovation is at the heart of everything we do. Every day our people get to imagine new possibilities, take magnificent risks, fail spectacularly, and succeed in spaces no one has dared to venture before.
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The role in a nutshell:
As our Customer Success Manager, you must love managing systems and services related challenges raised by our customers. Guiding the team to solve issues and preventing them from re-occurring and contributing to strategizing the processes and support offerings that we have for our customers. Aside from enjoying providing solutions, you will work with our customers with a deep customer-centric mindset. You are restless – you can’t leave these concerns/challenges left undone.
Duties and Responsibilities:
- You will work closely with Tech Leads to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
- You will ensure that goals and objectives for the team and holds team accountable.
- You will deliver coaching and feedback in the moment, conducts 1:1, coaching, delivery performance review with individual team members
- You will delegate tasks and responsibilities based upon individual strengths to achieve maximum efficiency.
- You will ensure compliance with all service and acts as the escalation point.
- You will create and implement training for new processes and initiatives.
- You will make decision in a timely manner, sometimes under tight deadlines and pressure.
- You will report and have regular communication with Managers and provides weekly report of team performance.
- You will have constant engagements with customers to ensure success is delivered as par with the offerings.
- You will contribute to developments of Support as a service process and offering.
- You will be the point of escalation for tier-2 concerns and issues.
- You will lead the documentation of internal procedures.
- You will report and resolve significant and recurring issues.
- You will collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
- You will support Tech One’s continuous improvement by identifying avenues for improvement.
What we are looking for:
- Bachelor’s degree in IT
- ITIL or any Service Management related certification is a must
- Your experience and exposure working in Microsoft Infrastructure and Cloud (Microsoft 365 and Azure etc.) offerings.
- Your experience in the same role or in leading a ITSD team – at least 2 years
- Your strong leadership, customer service, communication and interpersonal skills.
- You are action oriented, detail oriented and motivated to do what’s best for the customer and the team.
- Your ability to diagnose and resolve high-level technical issues
- Your ability to communicate with the team and customers
- Your attention to details, good memory in patterns and natural interest in solving problems
- Your skills in analytical and problem-solving
- Your in-depth technical understanding and business first mindset
- Your ability to build and maintain good in relationship
- Your ability to work and fit in a team
- Your experience in using MS Office products and other tools for documentation and presentations
What’s In It for You:
Here in Tech One, you’ll have the opportunity to make an impact by contributing to our global projects and work with diverse talented individuals across our offices. We promote an always-learning culture and provide our people vast opportunities for growth. Got any suggestions to make Tech One an even better place to work at? We have a team who listens; share your thoughts and contribute to the changes. We are also prioritizing our people and their family’s health and safety so we’re currently working from the comfort of our home with a semi flexible working schedule. Got the skills and right qualities to be part of this awesome team? Competitive remuneration awaits you!
How to get in touch with us:
Address: Tech One Global (Pvt) Ltd, No:185/4, Havelock Road, Colombo 05.
E-mail your CV to hr@techoneglobal.com along with the contact details of two non-related referees
Only the shortlisted candidates will be called in for interviews.
