Customer Support Group Lead, Hospitality

Customer Support Group Lead, Hospitality

Single Digits | Bedford, TX, 76021, US
Salary Range:$26,000 – $38,000 Salary range estimated by Zippia

Posted 7 days ago

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Who We Are:

Single Digits was started in 2003, and now has almost 6,000 customers, with over one million people authenticating on our networks daily. We design, install, and manage secure bulk wi-fi systems at leading hotels, senior living facilities, and student housing/apartment complexes. We offer a complete guest solution, including engineering, networking monitoring, multi-lingual support, and have over one million users authenticate on our networks daily. Thanks to our managed service business model, our clients are able to boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures.

What You'll Do:

* Conduct monthly/quarterly/annual service reviews with clients.
* Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage.
* Engage in and review severity 1/2 tickets as required.
* Act as an escalation point for all members of the Network Operations Center (NOC) team as they work to resolve tickets pertaining to MACD's (Move/Add/Change/Disconnect), Down equipment BAP/Software, questions, and escalated guest tickets.
* Participate in the daily NOC briefings.
* Review tickets for trending issues.
* Work with clients to ensure solution of open issues and other problems impacting client satisfaction ("own the resolution").
* Work proactively across the various customer-facing and customer-impacting functions at Single Digits to identify potentially at-risk clients.
* Coordinate with the Account Management team to ensure Single Digits can maximize renewals, cross sell, and upsell.
* Review output from customer experience measurement channels (Net Promoter Score [NPS], support surveys, sentiment analysis, etc.) to develop and lead action plans to ensure client satisfaction.