This job listing expired on Apr 8, 2020
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For more than two decades, NVIDIA has pioneered visual computing, the art and science of computer graphics. With a singular focus on this field, we offer specialized platforms for the gaming, professional visualization, data center and automotive markets.

Our work is at the center of the most consequential mega-trends in technology — virtual reality, artificial intelligence and self-driving cars.

NVIDIA is looking for an expert Senior Customer Care Manager to help lead, coach and mentor our front-line English language Consumer Product Support team. In the office with your team during peak hours, typically 9:00PM to 6:00AM local time, you will be working closely with other managers to support the growth, development and success of a great team of skilled technical support agents who consistently produce industry leading CSAT scores. The successful candidate will thrive in a fast-paced environment where energy, drive, and a positive, collaborative approach are key to success.

You will report directly to the Sr. Director of NVIDIA Global Customer Care. You will partner directly with leaders across the organization to help drive key decisions to improve the 24x7 technical support & customer service experience.

You will join an environment that favors agility, initiative, and creative thinking. We love what we do and are looking for those who share our passion. Come work with us and use your passion, technical experience, and strong problem-solving skills.

What you will be doing:

  • Provide leadership, coaching and mentoring for a consumer product technical support team focused on PC gaming and streaming technology.
  • Be highly visible and approachable for your team, working closely to develop a friendly and collaborative environment. Create a team oriented work environment that cultivates autonomy, transparency, mastery, innovation, and learning
  • Help recruit, interview, hire, and train world class agents.
  • Oversee the daily workflow of the department.
  • Collaborate on drafting, updating and executing policies and procedures to delight our customers.
  • Help oversee a QA process that focuses on positive coaching and continuous improvement opportunities for our agents.
  • Establish consistent service levels and requirements for the department.
  • Work with peer management to develop and maintain easily accessible and transparent online leave tracking, rostering and process documents.
  • Become expert in developing and publishing Analytics from our CRM system.
  • Identify and recommend updates, equipment, and procedures that improve CSAT.
  • Ensure effective and efficient meetings such as stand-ups, team huddles, all-hands and training opportunities.
  • Bring your expertise for industry standard methodologies, metrics and high-quality standards.
  • Resolve conflicts and establish appropriate resolutions.
  • Develop procedures and policies for better handling of customer correspondence and customer complaints
  • Maintain in-depth working knowledge of the company’s products, systems and processes
  • Act as the Voice of the Customer within NVIDIA
  • Daily issue triage and critical issue handling

What we need to see:

  • Bachelor’s Degree in Engineering, Computer Science, Information Systems or equivalent experience.
  • 10+ years of relevant experience in very high CSAT and NPS Technical Support Management in a related industry.
  • Strong PC and GPU technical acumen with a desire and ability to quickly become expert.
  • Experience with positive focused team management methodologies.
  • Superb communication, mentoring, coaching, organization, and influence skills.
  • Ability to resolve conflicts, drive issues to resolution and escalate when necessary
  • Understands and thrives in a dynamic environment, remains calm and focused on solutions.
  • Self-motivated and proactive with demonstrated creative and critical thinking capabilities
  • Self-starter who enjoys problem-solving with little direct supervision. Ability to learn quickly and just in time
  • Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver results.
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

Ways to stand out from the crowd:

  • Master’s Degree
  • Deep experience with PC technology, GPU’s, Windows troubleshooting, network and cloud service troubleshooting.
  • You enjoy and deeply understand the technology behind PC gaming.
  • Deep hands-on experience with Oracle Service Cloud, RightNow, Salesforce, Zendesk and other CRM and Incident Handling systems.
  • Experience with call center technology, including ACD, workforce management, agent productivity tools, and quality management tools