Uncubed

Project Manager - Customer Support at Lifion, by ADP

New York, NY


Summary

We are seeking a highly skilled, team-oriented individual to be a Project Manager to support our teams of infrastructure and client-facing support specialists. The successful candidate will be an energizing leader who possesses strong interpersonal communication skills, and is driven to help our support team be successful--so our clients can be.

Responsibilities

  • Collaborate with Head of Global Support to organize and project manage the Lifion support teams
  • Constantly review, revise, implement and improve strong support processes
  • Ensure high throughput of support teams by identifying potential issues and roadblocks and working on preventing or eliminating them
  • Coordinate with leads to ensure proper RCA and follow up is done for potential problems
  • Facilitate issue resolution within the team
  • Perform root cause analysis to troubleshoot issues in order to achieve exceptional levels of user satisfaction

Qualifications

  • 5-10 years as an Agile software Program/Project Manager, preferably in a support environment
  • Solid background working in a support framework (SLA tracking, follow up, coordination, etc.)
  • Fundamental understanding and experience with software development project lifecycles, as well as advanced project management skills
  • Working knowledge of Zendesk, ServiceNow, Remedy, or other ticketing systems
  • Strong experience in reporting metrics, data generation, and analysis
  • ITIL certification preferred
  • Excellent understanding of problem management, incident management, and service requirement manage processes
  • Tech savvy: able to relate to engineers and collaborate using JIRA (or other project management tool)
  • Emotional intelligence: understands and empathizes with end users’ issues and pain points
  • Solid oral, written and presentation skills, as well as strong interpersonal skills
  • Proven track record of being a strong team player with a results oriented attitude
  • Self-starter able to work well in new and undefined environments
  • Experience working in a dot-com startup or a technical web product company is a plus

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