The ideal candidate will have the ability and experience in dealing directly with customers, working with internal resources, administering and project managing support cases to delivery. Experience in the technology industry will be an advantage.
The Project Manager – Support is responsible for ensuring that client support cases are logged, assigned, investigated, planned, executed and resolved within processes, timelines and budgets.
Requires close liaison with client, internal resource team and management.
Skills & KPI’s
- Clear communicator (both written and verbal).
- Proactive attitude.
- Quick learner and self-starter.
- Strong organisational and administrative skills.
- Analytical and attention to detail.
- Ability to deliver by motivating both the customer and internal resources.
- Conflict resolution.
- Ability to manage expectations.
- Adhere to processes.
- Support or helpdesk experience.
- Project management experience.
- Good understanding of business environment.
- Experience with working in Office 365 applications such as Outlook, Excel, Word, Teams etc.
- Working with systems to manage support/project management process.
- Reasonable understanding of business applications such ERP and CRM will be advantageous.
Typical Support Project Activities
- Understand details of customer support agreement.
- Monitor incoming support cases.
- Log new cases onto the aol365 support system.
- Assign cases to relevant resources.
- Make sure all logged cases “status” is up to date on the system.
- Follow up with customers and internal resources.
- Escalate any issues – stagnant cases, customer or internal resource issues.
- Internal Resource Timesheets: make sure all time is logged and approved.
- Handle client queries on Support Invoices.
- Ongoing communication with all stake holders, both external [customers and partners] and internal [resources and management].
- Make sure all data in system is up to date and accurate.
- Generate reports
- Daily support report for daily stand-up meeting
- Customer report [weekly and monthly].
- Manage all Internal Projects.
- Support cases resolution in timelines and in budget
- # of Stagnant Support Cases
- Support System up to date
- Customer Satisfaction
- Delivery of aol365 internal projects