customer support manager

FNA Group

<div>SUMMARY:
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers, as well as other outdoor power equipment. Our portfolio of highly regarded brands includes Simpson, Delco, and CRX. In addition, exclusive licensing partnerships with globally recognized names such as DeWalt, Stanley Black &amp; Decker, and Craftsman further enhance FNA's market presence and brand recognition.
FNA Group is a dynamic organization experiencing exceptional growth, driven in large part by its ability to attract, develop, and retain top talent. We are seeking a Customer Service and Product Support Manager to join our team. An energetic, results-driven professional with strong multitasking and problem-solving abilities and the motivation to learn and grow in a fast-paced environment will be successful. 
Primary Purpose:
The Customer Service and Product Support Manager is responsible for overseeing the order entry and sales support team, as well as all post-sale product support functions for FNA. This role manages internal customer service contact center, in addition to leading technical support, warranty, parts, and accessories teams.
The Customer Service and Product Support Manager is accountable for analyzing and delivering summarized reporting on customer reviews, call center interactions, and warranty trends. As a critical leadership role, the Customer Service and Product Support Manager helps ensure that all FNA products and brands consistently uphold FNA's Best-in-Class reputation while meeting and exceeding customer expectations. 
Duties and Responsibilities:<ul><li>
Lead the sales support and order entry team supporting direct dealers, industrial customers, and international accounts.</li><li>
Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.</li><li>
Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.</li><li>
Direct the creation, maintenance, and ongoing updates of illustrated parts lists, including associated service parts and kits.</li><li>
Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency.</li><li>
Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.</li></ul> 
Qualifications:<ul><li>
Minimum of five years of supervisory experience in product support.</li><li>
Strong critical thinking, decision-making, and problem-solving capabilities.</li><li>
Proven ability to manage multiple priorities effectively in a fast-paced environment.</li><li>
Experience analyzing data to drive process improvements and operational efficiencies.</li><li>
Experience in the Outdoor Power Equipment or Durable Goods industries is preferred but not required.</li></ul> 
Education/Certification:<ul><li>
Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.</li></ul> 
Management Responsibilities:
A team of 6 to 9 direct reports.</div>

Customer Service and Product Support Manager

Piper Companies

<div>
 Piper Companies is seeking a
 
 Manager, Contact Support Center
 
 to join a growing client in the insurance and financial services industry in the Raleigh-Durham, NC area. The
 
 Manager, Contact Support Center
 
 role requires you to sit onsite 3 days a week and is ideal for a hands-on leader who thrives in a fast-paced environment and is comfortable managing multiple operational functions while driving team performance and accountability.
 
 
 
 Responsibilities of the
 
 
 Manager, Contact Support Center
 
 
 include:
 
 
 
 <ul>
 <li>
 Oversee daily operations across multiple service-focused departments, ensuring alignment, efficiency, and high-quality service delivery.
 </li>
 <li>
 Directly manage and develop department leaders, providing coaching, performance feedback, and strategic guidance.
 </li>
 <li>
 Step into frontline workflows as needed to support teams, resolve escalations, and maintain operational continuity.
 </li>
 <li>
 Identify process gaps and implement improvements to enhance productivity, service levels, and customer experience.
 </li>
 <li>
 Partner with executive leadership to drive initiatives that support organizational growth and operational excellence.
 
 
 </li>
 </ul>
 
 Requirements of the
 
 
 Manager, Contact Support Center
 
 
 include:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree REQUIRED
 </li>
 <li>
 Prior experience in a contact center, insurance, or financial services environment.
 </li>
 <li>
 5+ years of successful leadership managing customer service associates
 </li>
 <li>
 Ability to work core hours of 9:00 AM &ndash; 6:00 PM with a hybrid schedule (3 days onsite in Raleigh-Durham, NC).
 
 
 </li>
 </ul>
 
 Compensation for the
 
 
 Manager, Contact Support Center
 
 
 include:
 
 
 
 <ul>
 <li>
 $90,000 - $110,000 annually
 </li>
 <li>
 Full Comprehensive Benefits: Health, Vision, Dental, PTO, Paid Holiday and Sick Leave if Required by Law.
 </li>
 <li>
 Hybrid work schedule (3 days onsite)
 </li>
 <li>
 This job opens for applications on 7/10/2026. Applications for this job will be accepted for at least 30 days from the posting date.
 
 
 </li>
 </ul>
 Keywords: Manager, Contact Support Center, operations, client services, insurance operations, contact center leadership, hybrid, Raleigh, Durham, NC
 
 
</div>

Manager, Contact Support Center

SalesEdge Solutions

<div>
 
 
 
 Job description:
 
 
 
 About Us:
 
 
 We're helping HVAC, plumbing, and mechanical contractors modernize the way they estimate, bid, and win work. Our software empowers construction professionals with better tools, better data, and better workflows, helping them become more efficient and more profitable.
 
 
 We're looking for a&nbsp;Customer Success Manager&nbsp;who understands the realities of the construction industry and can become a trusted advisor to our customers. This role is ideal for someone with hands-on MEP experience who wants to transition into construction technology while helping customers achieve measurable business outcomes.
 
 
 
 
 
 Position Overview:
 
 
 As a Customer Success Manager, you will serve as the primary day-to-day partner for a portfolio of customers. You'll help contractors, estimators, engineers, and operations leaders maximize the value of our software while building strong, long-term relationships.
 
 
 Success in this role requires a unique combination of industry expertise, business acumen, and customer-first thinking. Customers should view you as both a trusted industry expert and a strategic advisor who understands their business challenges and helps them achieve their goals.
 
 
 
 
 
 What You'll Do:
 
 <ul>
 <li>
 Manage and grow a portfolio of customer accounts throughout the customer lifecycle.
 </li>
 <li>
 Build strong relationships with key stakeholders, including estimators, project managers, engineers, operations leaders, and company owners.
 </li>
 <li>
 Conduct regular business reviews to ensure customers are achieving success and realizing value from the platform.
 </li>
 <li>
 Identify opportunities to improve adoption, engagement, and customer outcomes.
 </li>
 <li>
 Serve as the customer's advocate internally, partnering with Product, Support, Sales, and Implementation teams.
 </li>
 <li>
 Proactively monitor account health and address potential risks before they become issues.
 </li>
 <li>
 Help customers optimize estimating, takeoff, bid management, and operational workflows using our software.
 </li>
 <li>
 Drive customer retention, expansion, and long-term satisfaction.
 </li>
 <li>
 Maintain detailed account plans and success strategies for key customers.
 </li>
 <li>
 Travel to customer sites as needed to strengthen relationships and support strategic initiatives.
 </li>
 </ul>
 
 
 
 
 What We're Looking For:
 
 
 Required Qualifications:
 
 <ul>
 <li>
 HVAC, plumbing, mechanical, engineering, or MEP industry background.
 </li>
 <li>
 Minimum 2 years of experience working at an MEP contractor, engineering firm, or manufacturer representative organization.
 </li>
 <li>
 Hands-on experience with estimating, takeoffs, blueprint review, and bid management.
 </li>
 <li>
 Working knowledge of Bluebeam, On-Screen Takeoff (OST), or similar blueprint and construction document software.
 </li>
 <li>
 Exceptional communication and relationship-building skills.
 </li>
 <li>
 Strong customer focus with a passion for helping clients succeed.
 </li>
 <li>
 Ability to manage multiple customer relationships and priorities simultaneously.
 </li>
 <li>
 Strong business acumen with the ability to understand customer goals, challenges, and growth opportunities.
 </li>
 <li>
 Comfortable traveling 25&ndash;50% as needed.
 </li>
 </ul>
 
 
 
 
 Preferred Qualifications:
 
 <ul>
 <li>
 Experience in Customer Success, Account Management, Project Management, Consulting, or Customer Support.
 </li>
 <li>
 Experience working with SaaS or construction technology solutions.
 </li>
 <li>
 Familiarity with customer success metrics, account planning, and retention strategies.
 </li>
 </ul>
 
 
 
 
 Who You Are:
 
 <ul>
 <li>
 A construction professional who wants to help drive technology adoption across the industry.
 </li>
 <li>
 Someone who can quickly earn credibility with contractors, estimators, engineers, and business owners.
 </li>
 <li>
 Naturally curious about how customers operate and how they can improve.
 </li>
 <li>
 Customer-obsessed and committed to delivering exceptional experiences.
 </li>
 <li>
 A strong communicator who can build trust at every level of an organization.
 </li>
 <li>
 Driven, ambitious, and eager to learn how to manage and grow a meaningful book of business.
 </li>
 <li>
 Loyal, accountable, and willing to go above and beyond to help customers succeed.
 </li>
 <li>
 Excited about the opportunity to build a long-term career in construction technology.
 </li>
 </ul>
 
 
 
 
 Why Join Us:
 
 <ul>
 <li>
 Help shape the future of the construction industry.
 </li>
 <li>
 Partner directly with leading contractors and engineering firms across the country.
 </li>
 <li>
 Join a fast-growing technology company with significant career growth opportunities.
 </li>
 <li>
 Competitive compensation, benefits, and travel opportunities.
 </li>
 <li>
 Make a direct impact on customer success, retention, and company growth.
 </li>
 </ul>
 
 If you're passionate about construction, enjoy building relationships, and want to help customers embrace the next generation of technology, we'd love to hear from you.
 
 
 
 
 
 
 Pay:&nbsp;$120,000.00-$150,000.00 per year
 
 
</div>

Customer Success Manager

PMP Management

Become the Best Part of PMP Management! PMP is seeking a motivated, detailed, communicative, and personable professional for the coveted role of Customer Care Manager. Who We Are Property Management Professionals (PMP) is an industry-leading association management firm providing extraordinary services to common interest developments throughout Southern California, Texas, and Utah. PMP delivers a level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms. PMP is one of the fastest-growing management firms which provides our team members a unique opportunity to evolve and grow their careers. Our people-centric culture attracts and retains the industry&rsquo;s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half. To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below: Instagram/pmpmanage facebook/pmpmanage linkedin/company/pmpmanagement Who We&rsquo;re Looking For PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients. Position Summary PMP is seeking a Customer Care Manager to lead our Customer Care and Access operations across a distributed team. This role is responsible for day-to-day performance across phone, chat, and action-item workflows while ensuring service levels, quality, productivity, and customer experience remain strong. The Manager will lead through clear expectations, coaching, data-driven decision-making, and consistent follow-through. The team includes remote employees in Mexico and the Philippines, along with in-office employees in Valencia, CA. The right candidate must be highly effective in managing remote and in-office team members across locations, time zones, and working styles. Key Responsibilities Contact Center Operations <ul><li>Lead daily operations across phone queues, live chat, and action-item workflows, with a strong focus on prompt response times, consistent coverage, and stable service levels.</li><li>Monitor queue performance, workload, attendance, and adherence; adjust priorities and coverage as needed to protect the customer experience.</li><li>Ensure downtime between calls or chats is used productively to complete action items and prevent aging or past-due backlogs.</li><li>Support recovery plans during call spikes, backlog increases, system issues, or other operational disruptions.</li></ul>People Leadership <ul><li>Lead, coach, and develop the Care Team Lead, Access Team Lead, and frontline team members through clear expectations and consistent accountability.</li><li>Conduct regular 1:1s, provide performance feedback, recognize strong performance, and address performance, attendance, or conduct issues in partnership with HR as needed.</li><li>Create a positive, high-accountability culture for a distributed team, including remote staff and in-office staff.</li><li>Support hiring, onboarding, training readiness, and retention in partnership with the VP, HR, and Recruiting.</li></ul>Quality, Training, and Process <ul><li>Partner with the Care Team Lead to maintain effective QA, audit, calibration, training, and knowledge-management practices.</li><li>Ensure team members follow approved policies, job aids, escalation standards, and documentation expectations.</li><li>Identify recurring issues, process gaps, and repeat contact drivers; coordinate practical fixes with internal stakeholders.</li><li>Ensure process changes are communicated clearly and adopted consistently across all locations.</li></ul>Access and Reputation <ul><li>Oversee Access operations, including access/device and amenity-related workflows, turnaround expectations, escalations, and reporting needs.</li><li>Support reputation management by ensuring Google, Yelp, and BBB reviews are monitored, responded to, escalated, or disputed when appropriate.</li><li>Maintain the approved recognition and customer-experience cadence, including programs such as the Raving Fan challenge.</li></ul>Reporting and Improvement <ul><li>Use performance data to identify trends, risks, staffing needs, process issues, and opportunities to improve service quality and efficiency.</li><li>Provide regular performance updates to the VP covering service levels, backlog health, quality, productivity, customer experience, and key risks.</li><li>Recommend improvements to schedules, staffing, tools, workflows, and team structure based on business needs and data.</li></ul>Success Measures Success will be measured by the overall health and consistency of the operation. Examples include service level performance, average speed of answer/hold time (including a goal of keeping average speed of answer at or below 30 seconds), action-item aging, quality and accuracy, productivity, adherence, team engagement, and customer/reputation trends. Final KPI targets may be adjusted based on business needs. Required Qualifications <ul><li>5+ years of customer support, customer care, or contact center operations experience, including at least 2+ years in a people-leadership role.</li><li>Proven experience leading queue-based operations and improving measurable results such as service levels, productivity, quality, backlog, and customer experience.</li><li>Experience managing distributed or remote teams, with the ability to drive performance without relying on in-person supervision.</li><li>Strong coaching, accountability, and documentation skills, including comfort addressing performance or conduct concerns professionally.</li><li>Ability to partner appropriately with HR on sensitive people matters, including corrective action, employee complaints, leaves/accommodations, and other compliance-related issues.</li><li>Experience managing multi-channel support, including voice plus written workflows such as chat, email, tickets, or action items.</li><li>Strong analytical skills and comfort using reports, dashboards, and operational data to make decisions.</li><li>Excellent written and verbal English communication skills, with the ability to communicate clearly with employees, leaders, customers, and cross-functional partners.</li><li>Ability to work effectively in a fast-paced, policy-driven environment with close attention to detail and follow-through.</li><li>Authorized to work in the United States.</li></ul>Preferred Qualifications <ul><li>Experience in HOA, property management, real estate, or another complex service environment.</li><li>Experience with contact center phone systems, chat tools, ticketing/workflow platforms, QA tools, and Microsoft 365; 3CX or Vantaca experience is a plus</li><li>Workforce management experience, including forecasting, scheduling, intraday coverage, or capacity planning.</li><li>Experience with online reputation management and customer-experience programs.</li><li>Bilingual English/Spanish is a plus.</li></ul>Education <ul><li>Bachelor&rsquo;s degree in Business, Communications, Operations, or a related field preferred.</li><li>Equivalent combination of education and relevant leadership experience will be considered.</li></ul>Work Environment and Expectations <ul><li>Remote U.S. role with regular availability during Pacific Time business hours. Occasional schedule flexibility may be needed during major incidents, recovery periods, or business-critical needs.</li><li>Must maintain a reliable, professional remote work environment with strong internet connectivity and the ability to lead meetings, coaching sessions, and performance discussions virtually.</li><li>Must be comfortable managing employees across multiple locations and work arrangements, including remote team members in Mexico and the Philippines and in-office team members in Valencia, CA.</li><li>This job description is not intended to be all-inclusive. Responsibilities may be adjusted based on business needs.</li></ul>Requirements:Must be available for Customer-facing coverage from 6:00 AM- 5:30 PM Pacific Time Benefits: <ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Employee discount</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Referral program</li><li>Retirement plan</li><li>Tuition reimbursement</li><li>Vision insurance</li></ul>Work Location: In person

Customer Care Manager - Call Center Operations, US Remote

Honeybee Health

This position is available to candidates located in: California, Colorado, Florida, Oregon, Rhode Island, Vermont, Virginia, or Washington ONLYAbout the Role We're looking for a Customer Service Manager to lead our remote support team and help us build a best-in-class patient experience. You'll own day-to-day operations, develop our performance metrics framework, and coach a team of representatives and supervisors to deliver exceptional care at scale.What We're Looking ForWe hire people who reflect our values:<ul><li>Reliable - You show up, plan ahead, and follow through.</li><li>Hardworking - You believe in the mission and know big goals take a team.</li><li>Detail-Oriented - This is pharmacy. Accuracy matters every single time.</li><li>Eager to Learn - You ask questions, share knowledge, and stay curious.</li><li>Adaptable - We're a startup. Things move fast and you move with them.</li><li>Team Player - You're here to deliver an exceptional experience for our patients and partners.</li></ul>Online customer service experience and weekend availability are required.What You'll DoTeam Leadership<ul><li>Lead, coach, and develop a remote team of Customer Service Representatives and Supervisors</li><li>Own hiring, onboarding, and training as the team grows</li><li>Conduct regular 1:1s and performance reviews to keep the team aligned and improving</li><li>Serve as the escalation point for complex or sensitive patient issues</li><li>Foster a culture of accountability, continuous improvement, and customer-centered service</li></ul>Operations and Quality<ul><li>Oversee daily operations across phone, email, and chat to ensure consistent, high-quality interactions</li><li>Develop and refine SOPs, escalation workflows, and quality assurance processes</li><li>Monitor service levels and staffing coverage, adjusting in real time as needed* Ensure all workflows are documented and updated as changes are implemented</li></ul>Metrics and Performance<ul><li>Build and own our performance metrics framework, including KPIs for CSAT, handle time, first contact resolution, and SLA adherence</li><li>Create reporting cadences that give leadership clear visibility into team health</li><li>Use data to identify gaps, set targets, and drive continuous improvement</li></ul>Cross-Functional Partnership<ul><li>Partner with pharmacy, operations, and product teams to surface and resolve systemic issues</li><li>Translate patient feedback trends into actionable recommendations for the broader org</li><li>Champion the patient voice in internal decisions</li></ul>QualificationsRequired<ul><li>3+ years managing a customer service team, ideally in a remote environment</li><li>Track record of building or improving performance metrics programs</li><li>Experience running multi-channel support operations (phone, email, chat)</li><li>Strong data literacy with the ability to turn metrics into clear action plans</li><li>Excellent written and verbal communication skills</li><li>Comfortable in a fast-paced startup where priorities shift</li><li>Weekend availability as needed</li></ul>Preferred<ul><li>Zendesk experience (major plus) or equivalent CRM/helpdesk platform</li><li>Background in healthcare, pharmacy, or another regulated, detail-sensitive industry</li><li>Experience building a customer service function from an early-stage foundation</li></ul>Why You'll Love Working Here<ul><li>Make an Impact - Help make healthcare more accessible and affordable.</li><li>Lead Something Meaningful - Shape what best-in-class support looks like at a growing company.</li><li>Collaborative Team - Our hive is supportive, tight-knit, and values everyone's contributions.</li><li>Work Remotely - No commute. We provide all necessary equipment.</li></ul>We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.Pay: $60,000.00 - $75,000.00 per yearBenefits:<ul><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: Remote

Customer Service Team Manager

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

Circle of Care for Families and Children

<div>Are you a recent college graduate with a degree in Sociology, Psychology or a related field?
Do you have a passion for working with children and families?
Are you interested in working with a program that can have a far-reaching impact on your community?
If so, please read on!
Circle of Care for Families and Children of Passaic County, Inc. of Woodland Park, NJ is seeking to hire and train full-time Care Manager Support Specialists who are:<ul><li>
Empathetic, creative, and resourceful</li><li>
Flexible, organized and reliable</li><li>
Committed to doing whatever it takes to support children with behavioral challenges and their families</li></ul>
At Circle of Care, we believe all families have strengths and deserve access to high quality services and supports. We are an independent nonprofit organization dedicated to assisting Passaic County multiple-needs children and their families. As a Care Management Organization (CMO), we partner with families to design, implement, and manage individual service plans (ISPs) using both informal and community support for children with complex needs including behavioral, emotional, and developmental disabilities.
Our core values include:<div><div>
Our employees
Family voice and choice
Family as equal partners
Diversity of cultures</div><div> 
Service excellence
Individual strengths
Community collaboration</div></div> 
A DAY IN THE LIFE OF A CARE MANAGER SUPPORT SPECIALIST
As a Care Manager Support Specialist, you will be at the beginning of a rewarding career while helping children and families reach their goals. During the training period, you will also support Care Managers with driving and traveling by car approximately 50-70% of the time, as well as assisting with administrative tasks.
You will learn how to:<ul><li>
Use the Wraparound Model to form a Child-Family Team</li><li>
Coordinate both formal and informal supports</li><li>
Utilize family vision, crisis plans, strengths &amp; needs assessments, and care plans</li></ul>
You will be an integral part of fulfilling the goal of Circle of Care: Keeping youth at home, in the community and in school while creating self-sufficiency.
QUALIFICATIONS FOR A CARE MANAGER SUPPORT SPECIALIST<ul><li>
0-2 years of experience</li><li>
Bilingual Spanish, Arabic or Bengali preferred</li><li>
Bachelor's degree in a related field (Social Work, Psychology, Sociology, Criminal Justice)</li><li>
Valid driver's license with clean driving record</li><li>
Ability to work a flexible schedule including early morning and evenings as needed to meet with youth and families</li><li>
A heart for children with complex needs including behavioral, emotional, and developmental disabilities and their families</li></ul>
READY TO JOIN OUR NONPROFIT TEAM?
Our Care Manager Support Specialists receive an excellent benefits package including medical, dental, vision, a 401(k) plan, a wellness program, and generous paid time off (PTO) while working in a positive work culture. If this sounds like the right opportunity for you, apply today!
Please fill out our initial 3-minute, mobile-friendly application which must include resume with cover letter telling us why you are the best candidate for this role. We look forward to meeting you!
Circle of Care is an equal opportunity employer. We honor diversity and are committed to creating a culture that embraces all.
Location: 07424</div>

Care Manager Support Specialist I

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