Based in the New York office, this position will focus on improving the customer service experience as it relates to IT support across the global firm footprint.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Establish and maintain contact with customers, address customer complaints and needs, and offer suggestions to improve overall customer service performance.
Analyze data from IT request systems to understand the nature and volume of requests made. Identify deficiencies in customer service or staffing levels and offer solutions to improve customer service. Produce regular reports of performance to track customer service levels over time.
Work closely with other IT managers across the globe to understand challenges and opportunities within their area of responsibility.
Maintain familiarity of current IT systems available and assist with end-user adoption of new technology.
Uphold high levels of customer service within the department and measure customer satisfaction across a variety of business lines and offices around the globe.
Work closely with and collaborate with other members of the IT staff on various projects, including office relocations, system upgrades, application roll outs and server implementations.
Analyze IT request activity to ensure protocols are followed and issues are resolved and documented appropriately. Participate in regular staff meetings with other IT personnel and communicate issues or concerns to other members of the department.
Evaluate and propose new technology which can improve the end-user experience or provide a better solution for IT.
Teach and grow other IT staff members in the area of customer service, de-escalation techniques and resolution management.
Travel to other offices as required.
Other duties may be assigned.
While there are no staff reporting directly to this position, there is an expectation that the Customer Service Manager will supervise and influence the work done by other IT staff members across the department. As issues with work product are identified, this position would work closely with a direct manager to address the problem and assist with remediation.
KEY SKILLS: Service Now, Microsoft Office
QUALIFICATIONS: To perform this job successfully, an individual must have strong customer service and communications skills, carry out duties with a minimum of direction, and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Bachelor's degree (B.A./B.S.) from a four-year college or university in a related discipline; or five or more years directly related work experience and/or training; or equivalent combination of education and experience. Employee must have a thorough understanding of IT support operations and problem resolution. Previous work experience in a corporate financial institution environment is highly desirable.