Support Manager

Your tasks include

• Ensure intake of internal and/or external service requests. categorize and submit customer incidents, change requests, and request information through the customer support system.
• Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over and if necessary, escalate the issue to a higher Tier in accordance with procedures &
• guidelines.
• Take service request ownership, ensure monitoring, tracking, and ongoing client communication.
• Manage customer expectations throughout support service delivery within the assigned Tier.
• Provide client support, advice, and technical issue resolution via phone, email, and/or onsite assistance.
• When applicable, configure and install products, systems, solutions, equipment for demo, training, and/or support needs.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions
• Provide coaching, assistance, and (advanced) technical training to colleagues and/or customers in the use of EVS product families, systems, and applications.
• …

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