This opportunity is based in Lausanne

Ipension Customer Support Manager

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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).ApplySee alsoPermanent Positions

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