Support Group Leader

Who We Are:

We give end users THE CONNECTED LIFE EXPERIENCE™ – the SEAMLESS, EFFORTLESS, AND ROBUST CONNECTIVITY EXPERIENCE they expect, and shows property owners how to BREAK THE BOUNDS OF UNINSPIRED CONNECTIVITY™ to increase revenue, improve customer/resident satisfaction and ultimately increase the value of their property.

We offer complete guest, resident and customer internet and connectivity solutions, including enterprise-class software, network design, engineering, professional services, ongoing maintenance, network monitoring, multi-lingual support, revenue reporting and authentication tracking.

We currently serve over 3,600 customers globally—comprised of over 1 million guest rooms and apartment units—across multiple industries including hospitality, student housing, multi family and senior living.

IN 2020 we launched PlatformONE— a world-class fully integrated wireless connectivity software platform to enhance customer opportunity and experience. PlatformONE offers property and venue owners a wide range of opportunities to leverage the latest advancements in wireless connectivity including 5G, Wi-Fi 6, Wi-Fi Certified Passpoint®, and next-generation IoT. PlatformONE Provides a single integrated network management plane for delivering fully managed solutions that optimize your guests’, residents’, and customers’ Connected Life Experience™.

What You'll Do:

Handle client issues related to service delivery, particularly those that cross service business units. Responsible for seeing customer escalations to resolution as well as working with the broader operations, sales, and finance teams to proactively identify and address potential customer satisfaction issues.

• Ensure a knowledgeable, consistent, and positive experience for our customers.
• 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.
• Maintain an expert level knowledge of our customers.
• Develop a relationship with key stakeholders within each account. Use this relationship to improve Single Digits’ reputation and enable the company to participate in additional opportunities.
• Act as an advocate for your assigned customer group.
• Review tickets for trending issues.
• Work with clients to ensure solution of open issues and other problems impacting client satisfaction (“own the resolution”).
• 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.
• Coordinate with the Account Management team to ensure Single Digits can maximize renewals, cross sell, and upsell.
• Work proactively across the various customer-facing and customer-impacting functions at Single Digits to identify potentially at-risk clients.

Locations:

• Dallas, TX
• Charlotte,NC
• Chicago, IL
• Phoenix, AZ
• Bedford, NH

Requirements

Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field or equivalent combination of education and experience.

• Previous education in Network Management a plus.
• Upon hire, must pass background screen to include employment history, college education, and license/certification verifications, and criminal check.

Experience:

• Minimum of 3 years of experience working in IT and/or business operations to include minimum of 1 year in a highly visible customer facing position.
• Previous account management and leadership experience preferred.
• Prior experience in Multiple Dwelling Unit (MDU) or hospitality verticals preferred.

Work Environment:

• Office environment.
• Sedentary work that primarily involves sitting/standing.
• On call, nights and some weekends
• Some travel is required (10-15%).

Benefits

• Full Time position
• Medical starting at approximately $130/mo. for individuals and $380/mo. for families.
• Dental starting at approximately $12/mo. for individuals and $40/mo. for fami