Job Opportunities in Costa Rica
August 22, 2024
Syniverse
San José
OTHER
Technical Service Manager I
Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.
Who We're Looking For
The Technical Service Manager is responsible for providing leadership in various functions with the objective of maintaining normal operation of IT systems for clients; undertake installation and commissioning of software and hardware; deliver a successful development, implementation and support services to all our customers. Working principally with different departments including Solution Consulting, Sales, Project Management, Development and other functions to ensure the provided services are meeting customer Service Level Agreements and expectations.
Some of What You'll Do
Primary Duties and Responsibilities:
Project Delivery
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Completes deliverables on time and on budget
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Adjusts project efforts to manage multiple demands and shifting priorities.
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Leads the team into a timely “best possible solution” decision and reach closure.
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Facilitates knowledge-sharing among the entire team (internal and external).
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Develops a “partnership” relationship with clients.
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Takes a sense of ownership with the account by translating client needs into opportunities for additional services revenue.
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Participates as a key contributor to the Company and product’s strategic direction.
Software Development
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Documenting business and technical requirements
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Designing and implementing required interfaces
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Performing testing of the configured application
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Managing the user acceptance activities
System Support
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Follows procedural manual to ensure a structured and disciplined approach that enforces rigorous service principles and results in the minimum disruption to customer networks and operations
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Set up guidelines on escalation procedures to ensure that all technical issues are properly resolved with appropriate level of attention.
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Monitors service delivery performance to ensure lead times are being achieved and minimum delivery issues are occurring; instigate corrective action where required.
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Manages serious service incident customer escalation and communication, provide progress reports for management review and support the flow of information essential to the effective problem solving.
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Initiates service improvement measures to rectify service underperformance issues.
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Attends industry events related to technology forums and industry presentations.
Sales Support
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Works with and support Sales team in expanding and developing new revenue opportunities.
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Fosters strong and trust based relationships with customers, understanding their business and its drivers.
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Prepares tender and response customer proposals (independently and / or as a team)
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Directs interaction with customers to understand specific requirements
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Translates requirements to specifications and develop design approaches (requires creativity and sound technical background)
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Proposes and present solutions (writing white papers, detailed technical proposals and sales kit such as slides)
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Assists sales team to close deals and handover to technical team thereafter.
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Mediates between sales goals and customer expectations (requires business acumen qualities)
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Assists marketing in promotional effort (e.g. road shows / symposiums / seminars / trade shows)
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Liaise with customers and vendor and supplier
Job Requirements:
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2-5 years of experience in telecommunications or a related field.
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Proven experience in managing large-scale projects
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Account Management experience.
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Experience in managing customer service operations and improving customer satisfaction.
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Knowledge of Excel and Business Intelligence.
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#LI-Hybrid
Why You Should Join Us
Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.
Know someone at Syniverse?
Be sure to have them submit you as a referral prior to applying for this position.
We regret to inform you that this job opportunity is no longer available
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