Job Summary: 

• Make sure that a high level of support is provided to all clients
• Point of contact for clients (merchants, partners, and bank representatives)
• Work on activities ranging from technical integrations to new client boarding and set up, advising on using basic and advanced eComm and POS features of the system
• Analysis of merchant’s issues and problem solving via telephone and Ticketing System.
• Troubleshooting technical issues, answering questions about transactions, as well as solving various customers' issues in an efficient and timely manner
• Be comfortable working with integrations and server logs to help identify issues
• Be the escalation point for the team 
• Responsible for training and mentoring of new staff, ensuring they have accurate information and knowledge of company products and procedures
• Communicate on a daily basis with internal and external departments such as sales, development team, merchant banks and the executive team in order to resolve customer’s issues and queries.
• Participate in weekly/monthly team meetings to discuss ongoing customer’s issues and find the best way to resolve them.

Skills on Resume:

• Technical Support (Hard Skills)
• Client Relationship Management (Soft Skills)
• Problem Solving (Hard Skills)
• Mentoring (Soft Skills)
• Communication (Soft Skills)
• System Integration (Hard Skills)
• Ticketing System Operation (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Ensure team adherence to the Cepheid Quality Management System & Case Compliance
• Meet with management team and associates to provide coaching and performance feedback
• Implement employee corrective action plans 
• Prepare the team for new product introductions and ensure the technical proficiency of the team
• Partner with training to ensure technical proficiency and consistency of support
• Maintain a high level of expertise and technical proficiency with Cepheid products
• Responsible for the probation/performance management review of the Support Team
• Review current procedures and develop best practice for support processes

Skills on Resume:

• Quality Management Systems (Hard Skills)
• Performance Management (Hard Skills)
• Employee Coaching (Soft Skills)
• Feedback Delivery (Soft Skills)
• Technical Training (Hard Skills)
• Change Management (Soft Skills)
• Process Improvement (Hard Skills)
• Regulatory Compliance (Hard Skills)

Job Summary: 

• Establish clear goals, expectations, and direction for the Management Team
• Develop novel and improved product support and coverage strategies & troubleshooting processes
• Develop resource and staffing projections to meet customer and business requirements
• Establish metrics and targets to monitor team performance and productivity
• Champions continuous improvement initiatives
• Develops strategies/programs to improve overall team productivity and customer satisfaction
• Develop programs to improve customer satisfaction
• Drive cross-functional engagement with sales & service to resolve systemic customer pain points/escalated problems

Skills on Resume: 

• Problem Solving (Hard Skills)
• Project Management (Hard Skills)
• Data Analysis (Hard Skills)
• Strategic Planning (Hard Skills)
• Leadership (Soft Skills)
• Communication (Soft Skills)
• Adaptability (Soft Skills)
• Team Collaboration (Soft Skills)