Service Manager

Day to day

• Provide outstanding technical customer service as second-line support and be constantly approachable to both customers and business partners.
• Receive client service requests via Neo Care portal and respond within the established SLA's.
• Research issues with clients/partners to fully diagnose problems and provide consultative guidance towards resolution.
• Manage customer requirements for enhancements with Product management.
• Build and maintain excellent client relationships on an operational level.
• Effectively manage expectations set with customers ensuring high levels of quality and satisfaction.
• Maintain accurate, high-quality documentation for all steps and activities to resolve customer issues/questions.
• Be the point of escalation for unresolved client issues and escalate to other Neo departments as necessary for timely resolution.
• Analyze support requests for root cause and recommend changes in software or business processes.
• Communicate bugs to Quality Assurance and R&D teams in line with current processes.
• Routinely update customers on active issues as per SLA guidelines gaining additional information or advising of status.
• Pilot enhancement projects as required and carry out regular client reviews to ensure optimal usage of our solution.
• Educate customers on product features or additional services to meet their needs.
• Maintain extensive working knowledge of all Neo products including new releases.
• Responsible for creating knowledge base articles for customer-facing solutions.
• Ensure technical knowledge and skills are always up to date and maintained.