Regional Manager overseeing Hearing Care Coordinators at AudioNova, ensuring exceptional patient care and service across Central New York. Leading team training, operations, and performance management.
About the role
- Service Manager 2nd Level Support handling B2B customer inquiries via ticket system and phone. Collaborating with implementation and IT teams to maximize customer satisfaction and ensure SLA compliance.
Responsibilities
- Provide support to B2B customers via a ticketing system and telephone
- Develop solutions for customer inquiries
- Prepare business requirements
- Manage issues, defects, and tasks
- Plan and execute software updates
- Prepare monthly SLA reports
- Collaborate with the Implementation and IT & Infrastructure teams
Requirements
- Basic understanding of IT infrastructures, technologies, and processes
- German (C2) and fluent English, both written and spoken (English ideally at C1 level)
- Experience with a ticketing system
- Team player with flexibility
- Excellent communication skills
- Strong customer orientation
- Good conflict management skills
- Ideally experience in merchandise management or ERP environments
- Knowledge of networks and databases
- Experience and knowledge of ITIL (IT Infrastructure Library)
- Experience in change management is a plus
Benefits
- Personal workstation in a central office location
- Partial remote work / hybrid option
- Dog-friendly policy (pets allowed)
- Relaxation / break room
- Monthly brunch
- Foosball and darts tournaments
- Company parties and outdoor activities
- After-work parties and team-building events
- Free beverages, fruit, fresh-pressed juices, muesli bar, and a coffee lounge
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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