Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Job Description
Acts as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements. Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues. Configurations and customers are generally highly complex, strategic and/or global in nature. May team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers. Must use, train, and serve as a subject matter expert on a wide range of tools to steam line efforts in troubled case management, escalation, reporting and customer stewardship. Posseses and maintains a clear understanding of key customer service entitlements and proactively monitors on a daily basis. Must ensure service plans align with revenue objectives. Must have a high level understanding of the company�s products and be able to leverage technical resources to expedite problem resolution. Work is performed with minimal direction and reviewed by senior management. Provides resolutions to a diverse range of complex problems. Typically requires 5 � 8 years experience and a Bachelor�s degree or equivalent experience. This job does not have supervisory responsibility.
