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Manager, Client Support

Community: Technology
Location: Bogota, Colombia
Date Posted: Jul 28, 2021
Remote: No
Travel Requirements: None

Job Description

Description

Manager, Client Support

Bogota, Colombia

 

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

 

 

The Opportunity:

We’re looking for a Manager, Client Support to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.   

 

 

At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.



For more information about Blackboard Inc. and our career opportunities, please visit
 www.blackboard.com. 

 

 

As Manager, Client Support, you will be responsible for managing and directing the work of the Client Support staff by reviewing outstanding customer issues on a regular basis to ensure high levels of customer satisfaction and quality are delivered in a timely manner.

 

 

Specific responsibilities will include:

  • Facilitating resolution to issues as needed; helping to prioritize issues and provide an interface to the Engineering Services team to reduce the turnaround time for resolving client issues
  • Assisting Client Support staff with resolving issues; providing guidance and training on the application and technical environment
  • Acting as first level escalation of client support issues; managing Critical and Highly Sensitive issues to resolution
  • Proactively managing and communicating with clients to ensure a high level of customer satisfaction
  • Ensuring plans are in place to support new software releases as well as confirming patches and maintenance releases are delivered with a high degree of quality
  • Analyzing workload of group and recommending improvements; continually enhancing the group’s skills around client satisfaction and troubleshooting

 

 

The Candidate:

Required skills/qualifications:

  • Fluency in written and spoken English at CEF B2 level or above
  • Bachelor’s degree
  • 2+ years of managerial experience providing client services
  • Solid understanding of both front-end and back-end technology issues (operating systems, including mobile OS, databases, and configurations)
  • Outstanding people development skills
  • Excellent interpersonal and communication skills
  • Strong presentation skills for both internal and external audiences
  • Ability to diagnose and resolve software issues
  • Ability to lead a team and manage multiple resources in a dynamic environment
  • Excellent customer-facing skills

 

 

Preferred skills/qualifications:

  • Advanced degree

 

 

The Office:
Blackboard has an office located in Bogota, Colombia as a hub for the LAC market.    

  • Located in Capital Towers center in the financial district 
  • Excellent and secure area to eat lunch, have a walk, or dine after office hours  
  • Benefits in prepaid medicine 
  • Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100 
  • Free bike parking for employees and paid bike parking for visitors  
  • Multiple private spaces for virtual and face-to-face meetings 
  • Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments  
  • Sodexo card provided for employees 
  • Learn more about the Bogota office culture by checking out our Facebook page 

 

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   

 

 

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. 

Req ID: 326
 

 

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