Group Customer Support Manager for our client , a leading company in In-Store Digital Engagement solutions, offering an extensive portfolio of solutions that range from in-store radio to digital signage, interactivity and mobile apps.This firm develops innovative digital solutions to improve service, engagement, customer retention and communication within the retail industry.Our client established in 2001, during the years expanded its range of services with the aim of creating increasingly personalized customer journeys by bringing the advantages of the online world into the physical store.With offices in Italy, United Kingdom, France, Belgium, The Netherlands, Germany, Spain, China and Hong Kong, an operational branch in New York and a consolidated network of global partners, our client currently manages over 50,000 installations around the world for over 400 brands in the Fashion & Luxury, Retail, Finance & Insurance, QSR, Grocery Retail and Automotive sectors.The jobThe Group NOC Manager coordinate the local NOC coordinator in compliance with the procedures of the group, bringing proposals for efficiency and contribute to smooth customer service management and is responsible for the integration and standardization projects.Your responsibilities· Monitoring of the KPIs and SLAs compliance of the department through specific dashboards and act with the coordinator to improve the performance · Oversee complex activities and key issues · Creation of department procedures in according with direction guideline · Analysis and management of technical requests (related to NOC dpt) · Monitoring and management of external partners · Oversee and carrying on the intercompany SW integration (like Salesforce, CWC) · Managing the migration and integration of activities between branches · International customer management · Customer Service improvement and cost monitoring · Activation of the maintenance for new projects · Support the Director in the AI project activation · Creation of troubleshooting flows for international project and support the coordinator in the creation of troubleshooting flows for local project · Analysis and resolution of recurring problems Your profile · At least 1 year of experience in managing an international Help Desk · At least 2 years of experience in Help Desk team management · At least 1 year of experience in managing communication and relationship with customers, external partners and suppliers · Good knowledge of Operating Systems · Proficiency in MS Office · Great communication and interpersonal skills · Autonomous, organized and stress resistant · Good knowledge in creating operational flows Would be a plus · Good knowledge of audio/video products and Digital Signage / Instore Radio solutions · At least 1 year of experience as audio/video technician · Willingness to work weekends and time flexibility · Ability to integrate into a group · Versatility Languages: · English Level C1, good verbal and written skills · Preferred: Fluent second foreign language (among Italian, French, German, Spanish, Dutch) Our offer · A salary in line with experience and market conditions · Meal vouchers and employees discounts platform; · The opportunity to work remotely in accordance with the Company hybrid working policy Workplace · Trieste · Job Types: Full-time · Contract length: Open EndedThe jobThe Group NOC Manager coordinate the local NOC coordinator in compliance with the procedures of the group, bringing proposals for efficiency and contribute to smooth customer service management and is responsible for the integration and standardization projects.Your responsibilities· Monitoring of the KPIs and SLAs compliance of the department through specific dashboards and act with the coordinator to improve the performance · Oversee complex activities and key issues · Creation of department procedures in according with direction guideline · Analysis and management of technical requests (related to NOC dpt) · Monitoring and management of external partners · Oversee and carrying on the intercompany SW integration (like Salesforce, CWC) · Managing the migration and integration of activities between branches · International customer management · Customer Service improvement and cost monitoring · Activation of the maintenance for new projects · Support the Director in the AI project activation · Creation of troubleshooting flows for international project and support the coordinator in the creation of troubleshooting flows for local project · Analysis and resolution of recurring problems Your profile · At least 1 year of experience in managing an international Help Desk · At least 2 years of experience in Help Desk team management · At least 1 year of experience in managing communication and relationship with customers, external partners and suppliers · Good knowledge of Operating Systems · Proficiency in MS Office · Great communication and interpersonal skills · Autonomous, organized and stress resistant · Good knowledge in creating operational flows Would be a plus · Good knowledge of audio/video products and Digital Signage / Instore Radio solutions · At least 1 year of experience as audio/video technician · Willingness to work weekends and time flexibility · Ability to integrate into a group · Versatility Languages: · English Level C1, good verbal and written skills · Preferred: Fluent second foreign language (among Italian, French, German, Spanish, Dutch) Our offer · A salary in line with experience and market conditions · Meal vouchers and employees discounts platform; · The opportunity to work remotely in accordance with the Company hybrid working policy Workplace · Trieste · Job Types: Full-time · Contract length: Open Ended
