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Deloitte Client Support Manager in Hermitage, Tennessee

Client Support Manager

Location-Hermitage

As the Client Support Manager in Advisory Managed Services & Products (MS&P) you will be responsible for leading our technical support team to provide excellent customer service and resolve application technical issues.

As the Client Support Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

  • Manage the Advisory 24x7 Client Support Team and take ownership of on-boarding new applications to support

  • Ensure daily customer service is timely and accurate

  • Develop daily, weekly and monthly reports on Client Support s productivity, capacity and performance

  • Contribute to improving customer support by actively responding to queries and handling complaints

  • Recruit and train Client Support representatives on best practices and procedures

  • Contribute to deliverables and review the work of others for quality and accuracy

  • Establish best practices and quality through the entire technical support process

  • Follow up with customers to identify areas of improvement

  • Set specific customer service standards, perform analysis and diagnosis of client issues to be able to provide customer feedback

Qualifications:

  • 4 years proven work experience as a Client Support manager

  • Hands on experience with ServiceNow or similar customer service software

  • Customer-service oriented with a problem-solving attitude

  • Solid technical background and troubleshooting skills with an ability to give instructions to a non-technical audience

  • Ability to manage small engagements or work streams and multiple team members with confidence

  • Team management and building skills

  • Excellent teamwork and interpersonal skills

  • Excellent professional written and verbal communications skills

  • BS degree in Computer Science, Information Technology or relevant field

  • 10% travel

Category: Information Technology

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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