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Job Title

Operations Center – CS Business Analyst/Relationship Manager

Department

Customer Support

Level

Intermediate to Senior

Location

Amman, Jordan

Role Description

The Operations Center Relationship Manager (RM) is an essential team member to help identify cases where customer sentiment and experience are at risk. The RM is customer-centric and has a high EQ to help our internal support teams better interact with our customers to gain further trust and resolve issues quickly. This role will represent our customers mindset to our internal support teams and offer guidance or advice on how to improve the customer experience. We are looking for an experienced and mature support professional with great interpersonal and organizational skills, a sense of urgency, and who is passionate about the customer experience.

Required Skills

  • 5+ years of technology industry, customer service, or related experience OR bachelor’s degree in technology, business, or related field AND 2+ year(s) of technology industry, customer service, or related experience

Qualifications & Certificates

  • Ability to work with many different personalities and levels in a respectful but urgent manner
  • Ability to infer customer sentiment through detailed research of case notes
  • Ability to understand customer business impacts.
  • Ability to advise support teams on best practices and helpful suggestions when interacting with customers.
  • Ability to put oneself in the seat of the customer and triage with internal support teams effectively to improve customer trust.
  • Ability to remain patient and respectful with all employees and vendors in times of frustration.
  • Ability to understand technical issues to advise.
  • Operate with a sense of urgency.
  • Ability to prioritize and manage casework autonomously.
  • High EQ and the ability to remain calm and focused while continually moving our support teams forward to issue resolution.

“Nice to have” skills

  • Strong written and verbal communication skills
    Experience working with Microsoft products and services.