Job description
DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for an experienced and motivated Manager of Advanced Support – Bilingual Spanish. This role involves overseeing support operations, enhancing customer satisfaction, and driving continuous improvement in our service delivery. In this role, you will be responsible for ensuring efficient issue resolution and improving the overall support experience.
As the Manager of Advanced Support – Bilingual Spanish, you will oversee daily operations, manage resources, and collaborate with other teams to enhance support policies and procedures. Additionally, you will act as a point of escalation for complex issues, ensuring customer satisfaction and driving continuous improvement within the support function.
Remote opportunity with required travel.
Quarterly travel to South Africa and Colombia is required based on business needs.
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners through sales management, marketing assistance, hardware logistics solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all, we are a one-stop solution to help sales partners uncover growth opportunities.
Responsibilities
Lead and manage the advanced support team to ensure high-quality service delivery
Develop and implement support strategies that align with company objectives
Collaborate with cross-functional teams to resolve complex customer issues
Monitor support metrics and KPIs to assess performance and identify areas for improvement
Provide training and development opportunities for team members to enhance their skills and knowledge
Act as a point of escalation for critical support issues and customer inquiries
Foster a customer-centric culture within the support team
Ability to manage remote teams in South Africa and Colombia
Experience in a customer service/support role
At least 2 years in a managerial capacity
Proven experience in managing and improving customer support operations
Excellent problem-solving and analytical skills
Exceptional interpersonal and communication skills
Ability to work in a fast-paced environment and handle multiple priorities
Familiarity with or experience in the telecom industry
Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
401k Plan with employer matching
Paid vacation, personal/sick days, and bereavement time
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!
