Description
Looking to join a company with an amazing culture, a higher purpose, that puts people before profit Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software.
The Supervisor, Customer Support Coordination will lead a team responsible for overseeing customer support operations, managing support-related projects, and providing supervision and guidance to team members. This multifaceted role entails triaging incoming customer inquiries, coordinating support cases, scheduling product deployments, executing standardized workflows, and maintaining effective communication with the support team and management. Additionally, the role involves project management responsibilities, including planning, executing, and overseeing support-related projects, analyzing support metrics, and facilitating cross-functional collaboration to drive quality initiatives.
This is a hybrid position in Manila, Philippines
Base Pay Range
The base pay range of this position is $18,000 to $22,000 USD annually. Additional compensation through the Incentive Bonus Program is available for this position.
Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment.
iXsystems offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.
Expected Posting Timelines
This position will be open for a minimum of 5 days, a maximum of 90 days.
Why join iXsystems
Founded in Silicon Valley in 2002, iXsystems is a profitable, growing, self-funded global company that is changing the data storage industry with TrueNAS, the world's most popular Open Source storage software. Relied upon by millions in over 200 countries, TrueNAS is an award-winning universal data platform used by a majority of Fortune 500 companies.
At iX, we think people before profit. We provide an ultra-collaborative environment to our employees and open source communities so we can maintain being the world's most deployed storage software and pursue kaizen.
(In office) We make work fun with things like company team-building events, complimentary food and drinks in the lounge, and a flexible atmosphere that allows creativity to thrive. We are big on promoting from within and opportunities to move up in the company are everywhere for high-performers that want to take their careers to the next level.
(Remote) From your home office, iXians across the globe collaborate in real-time to deliver the best customer experience possible. Light on meetings, our agile stand-up environment helps all employees develop relationships and better deliver outcomes. We live our values every day, striving to be inclusive, and building a worldwide community that believes people come first.
The Day-to-Day
Customer Support Coordinator Duties:
Triage incoming customer calls, emails, and Support Portal requests.
Collect required customer case information and document within the Salesforce Service Cloud support case management system.
Coordinate customer cases in accordance with their Service Level Agreements.
Coordinate scheduling of support requests and new deployments of our product across multiple time zones.
Maintain awareness of department resources and availability to work with scheduling.
Assist in balancing caseload across a multi-tiered support team.
Execute standardized case workflow procedures.
Maintain communication with the support team and management.
Communicate and hand off sales inquiries to the appropriate account manager or sales staff.
Answer inbound calls and schedule appointments as needed.
Provide special instructions or shipping changes to customers, Operations, or RMA department.
Assist in coordinating customer product exchanges or returns.
Document and hand off product feedback.
Perform other related support responsibilities as management may require.
Project Manager Duties:
Plan, execute, and oversee support-related projects within the organization.
Coordinate cross-functional project teams, assigning tasks and responsibilities.
Manage project risks and issues, implementing mitigation strategies as needed.
Communicate project status, progress, and outcomes to stakeholders and senior management.
Ensure projects are completed on time, within scope, and on budget.
Collect and analyze data related to support department metrics.
Prepare and present reports on support metrics, trends, and performance to management.
Identify opportunities for data-driven decision-making to enhance support performance.
Assist in generating insights from internal and external data to support department improvement decisions.
Collaborate with the reporting and DevOps team to develop and maintain reporting tools and dashboards.
Collaborate with cross-functional teams to drive quality initiatives and resolve support-related issues.
Communicate support goals, progress, and expectations to team members and stakeholders.
Act as a liaison between the Support and other departments to facilitate effective communication and collaboration.
Team Supervisor Duties:
Provide supervision, guidance, and mentorship to the support team members.
Conduct performance evaluations and provide constructive feedback for professional development.
Ensure team members adhere to departmental policies and procedures.
Foster a positive and collaborative team environment.
Address any issues or conflicts within the team promptly and effectively.
Support the hiring and onboarding process for new team members.
Serve as a point of escalation for complex customer cases or project issues.
Education and Experience
We have identified the following programs, experience, and knowledge that have helped others find success in this role at iXsystems. We understand though that knowledge comes from many forms of learning and experiences. Above all, we consider a person's potential impact in the role and value their unique path to this point in their career.
Minimum of Associate's college Degree in Administrative or Technology areas, or equivalent job experience
Experience managing team members and maintaining SLAs in an enterprise environment
Experience working with Enterprise Storage Systems
Experience with FreeNAS/TrueNAS
Experience with Linux or other Unix based Operating systems
Enterprise IT admin experience
Experience communicating and collaborating in a technical enterprise environment
A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above
Equal Employment Opportunity:
iXsystems, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
