Customer Support Manager

The Senior Customer Support Manager is responsible for the direct recording of faults or error patterns reported by the customer via the existing ticket system, by telephone or by e-mail. He independently addresses faults that he can rectify himself, documents the rectification of the fault and forwards the respective applicable paths of correction to the development departments, the deploy management and/or release management department. He describes faults precisely in the ticket system, documents and specifies them with all the data required for this purpose and forwards them to the relevant specialist department. Based on the replication of the error patterns together with the team lead ITS, the release management, test management and deploy management as well as the development, the Senior Customer Support Manager continuously derives approaches for the further development of the existing software solutions. To this end, the Senior Customer Support Manager designs solution proposals together with the customers and defines the framework conditions, which he then passes on to the departments concerned. He works actively with the development department and supports the creation of solutions and cost estimates. Within the framework of existing service level agreements with customers, the Senior Customer Support Manager is responsible for system monitoring and provides on-call services. Furthermore, he/she is responsible for the coordination of resources, task monitoring and the training and induction of new employees in the subdivision assigned to him/her.

Task description