This opportunity is based in Lausanne

Ipension Customer Support Manager


You will join a customer support team whose mission is to assist users of our Ipension software solution, and to analyze and try to resolve incidents declared by users.

In this role

Main activities:

  • Manage and animate a customer support team
  • Help to analyze and resolve assistance requests or incidents declared by users
  • Develop an efficient collaboration with other teams (services, onboarding and maintenance teams)
  • Analyze statistics or other data to determine the level of customer support
  • Write reports analyzing customer support activities
  • Interface with clients to manage the support relationship
  • Collect information allowing to improve the technological environment and software functionalities
  • Improve customer support procedures, policies and standards
  • Meeting with other managers to discuss possible improvements to customer support
  • Be involved in staff recruitment and appraisals
  • Train staff to deliver a high standard of customer support

What we offer

  • A pleasant working environment in an experienced, motivated and friendly team
  • An organization with flat hierarchies and collaborations across business departments
  • An attractive prospect for your professional and personal development
  • A collection of interesting and varied tasks
  • Working at one of the leading Swiss IT service providers

About your profile

You will need to show:

  • Communication skills that allow you to inform, to help and to advise customers clearly and to liaise effectively with other professionals
  • Problem-solving skills
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • Motivational skills and an ability to supervise and lead a team of customer service assistants
  • Creative thinking, to be able to come up with new ideas to improve customer service standards
  • An ability to work well under pressure
  • Organizational and planning skills to develop customer services policies
  • Languages:  English (fluent), French (intermediate) and German (intermediate)
  • More than 3 years’ experience as Customer Support Manager in a IT service company
  • At least 10 years’ experience in a Customer Support team.

If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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