Service Manager (STT)

About the Company
Viya is a telecommunications company owned by ATN International (NASDAQ: ATNI) providing a full suite of telecommunications and entertainment services in the U.S. Virgin Islands. Acquired in 2016 by ATN, Viya’s family of services, for both the business and residential markets, include wireline and wireless voice service, fixed and mobile broadband and cable television service offered over a hybrid fiber-coaxial wireline network and a state-of-the-art 4G LTE wireless network serving St. Croix, St. Thomas, and St. John. Launching mid May 2024 Brava by Viya is a B2B segment committed to simplifying how companies do business by streamlining technology and delivering solutions that help them evolve and adapt to any state of their business journey. With a completely different approach to providing solutions, this new business arm is bringing four components: Brava Synergy, Brava Connect, Brava Cloud, and Brava Stronghold, all dedicated to proactively protect business, support collaboration, enhance their performance, and manage their network while providing access to internationally recognized solutions tailored to their market.

General Purpose and Scope
As the Service Manager you will be responsible for managing the post installation experience of Brava top tier clients to establish customers satisfaction and loyalty. Your duties will ensure that a customer receives maximum value from their installed service, an opportunity to revalidate their decision to buy, and differentiate Brava from other service providers in the region through increasing customer satisfaction and retention, generating recurring revenue and upsell opportunities, showcasing Brava’s expertise, professionalism, and reputation, and collecting feedback to improve service.

Duties and Responsibilities

  • Develop and maintain relationships with top tier customers and internal Brava stakeholders.
  • Identify, document and bring forward customer post installation issues for resolution.
  • Track and escalate issues to senior management as needed.
  • Develop and maintain knowledge of Brava products.
  • Develop and maintain knowledge of the workflows and systems employed for product installation and support. Provide feedback on areas where improvements can be made.
  • Provide product training to top tier customers on features and capabilities.
  • Advise top tier customers on new features and products and upsell if appropriate.
  • Provide monthly reporting on the performance of a customer’s services included; availability, ticket volume, KPIs, SLA compliance.
  • Meet regularly with customers.
  • Act as an escalation point of contact for customers during an outage.

Required Qualifications

  • Bachelor’s degree in business administration, customer service, or relevant field.
  • Proven work experience in customer service, especially as it relates to customer problem solving.
  • Work experience in telecommunications/IT services with an emphasis on experience in voice, data, Internet, and cloud-based products and services.
  • Familiarity with the use of internal IT systems (CRM/billing and trouble ticketing) and Microsoft Office Suite.
  • Excellent client-facing and internal communication skills.
  • Excellent written and verbal communication skills.
  • Experience with training customers on new products and services.
  • Solid organizational skills including attention to detail and multi-tasking skills.

Duties require sufficient mobility, vision, and communication to work in the company setting and successfully perform the essential functions of this job. We embrace diversity and are proud to be an Equal Opportunity Employer, supporting veterans and individuals with disabilities. Reasonable accommodations may be considered for individuals with disabilities to enable them to perform these essential functions.

Management reserves the right to change this job description at any time according to business needs.