Customer Support Manager

Position Details

Req ID:

req16555

Position Title:

Customer Support Manager

Position Type:

Staff Full-Time

Position Number:

AS7198

OSU Campus:

Stillwater

Department:

Fire Protection Publications

Location Address:

930 N. Willis
Stillwater , Oklahoma, 74078
United States

Hiring Supervisor:

Mike Sturzenbecker

Hiring Range
(Contingent upon available funding):

50,000.00 - 76,000.00, Salary

Work Schedule:

Monday - Friday 8 am to 5 pm

Faculty Appt Period:

Job Summary:

Fire Protection Publications is a mission-driven, values-based organization dedicated to the production of high-quality educational content for the international community of firefighters and first responders.

The customer support manager position supervises the customer support team. The customer support team strives to deliver an exceptional experience to all FPP/IFSTA internal and external customers and vendors. A successful support manager will deliver comprehensive, high quality support for various IFSTA/FPP products and services by telephone, email, and other online services. They will ensure all front end policies and procedures are followed.

On this fast paced team, the manager will train, observe, and coach the customer support team. The manager must have a passion for solving problems, leveraging technology, and helping others. This position will provide the customer and the organization seamless support from the point of order entry to order fulfillment by analyzing the order and evaluating how to best provide support for any request related to IFSTA/FPP products.

This position must:

Manage the successful day to day operations of the customer support specialists, model solution focused customer support, maintain positive, professional relationships with team members, customers, distributors, and vendors, create and implement procedures for ticket tracking, documentation, etc.

Use technology to develop, distribute, and present technical and training information to groups of people in person and virtually.

Liaise with other departments on projects and company initiatives as needed, assist in the pre-production testing of products and application upgrades and be responsible for assisting the department in the deployment of production ready products.

Process orders and invoice requests.

For additional information on this position, please see our job listings at: https://www.ifsta.org/about-us/careers/

Special Instructions to Applicants

For full consideration you must attach a cover letter, complete resume and three professional references with a phone number where they can be reached.

Education & Experience

Position Qualifications:

Required Qualifications: 

High School/GED 

Six years of related work experience. Post- secondary education may be substituted for experience. 

Demonstrated understanding and application of FPP's organizational values: Service, Safety, Quality, Integrity, Excellence, Professionalism, Accuracy, Collaboration, Credibility, Innovativeness, Accountability -ability to effectively communicate complex ideas in a clear and concise manner -ability to establish and maintain effective working relationships with co-workers, stakeholders, customers, and vendors -sincere passion for delivering exceptional customer services and overall experience -ability to track and meet deadlines -ability to learn new skills -attention to detail and quality -organized -ability to problem solve -detailed knowledge of computer systems and configurations -demonstrated leadership experience.

Preferred Qualifications: 

Master's degree 

Oklahoma State University (OSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, OSU conducts pre-employment background checks on final candidates. Offers of employment are contingent upon the successful completion of a background check. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

Oklahoma State University, as an equal opportunity employer, complies with all applicable federal and state laws regarding non-discrimination and affirmative action. Oklahoma State University is committed to a policy of equal opportunity for all individuals and does not discriminate based on race, religion, age, sex, color, national origin, marital status, sexual orientation, gender identity/expression, disability, or veteran status with regard to employment, educational programs and activities, and/or admissions. For more information, visit eeo.okstate.edu.