A support manager is the primary customer contact for operational enquiries of any Avaloq Product. They are the first escalation point for operational frictions and react on them according to defined processes.
Your key tasks
- You will have a group of customers that you are personally responsible for, building up a relationship of trust with them, ensuring that they receive an appropriate level of support from various teams, getting to know them, their projects and hot topics, handling their escalations and requests.
- Excellent written and spoken English is required, a strong customer focus and the ability to convince others of your viewpoint even if it conflicts with theirs.
- As you will often be negotiating between internal and external customers, it is important that you are able to understand and empathize with multiple perspectives and points of view and be able to mediate between them. This task requires not only empathy, but the strength of character to push through sometimes difficult decisions.
- A strong IT affinity is important as you will be a superuser of multiple internal tools, creating and generating Power BI reports, as well as training internal and external customers on their use.
- Within Avaloq there are many ongoing projects where the Support Team is often required to contribute, as such you need to be able to work well in a team and help to provide creative solutions.
- Occasional travelling may be required.
