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PwC US Technology Customer Support Manager in Boston, Massachusetts

Specialty/Competency: IFS - Information Technology (IT)

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 20%

A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change.

Our team is committed to delivering a great support experience and continuous process improvement. They are focused on providing support to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. Customer Support responds to customer inquiries and resolves customer concerns. Support can be for a “product” (client facing application) or internally used software or hardware. Support recipient can be internal (PwC partner, staff or contractor) or an external PwC client. They proactively identify opportunities to simplify, automate, and eliminate issues.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Develop new skills outside of comfort zone.

  • Act to resolve issues which prevent the team working effectively.

  • Coach others, recognise their strengths, and encourage them to take ownership of their personal development.

  • Analyse complex ideas or proposals and build a range of meaningful recommendations.

  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

  • Address sub-standard work or work that does not meet firm's/client's expectations.

  • Use data and insights to inform conclusions and support decision-making.

  • Develop a point of view on key global trends, and how they impact clients.

  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

  • Simplify complex messages, highlighting and summarising key points.

  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required :

High School Diploma

Minimum Years of Experience :

4 year(s)

Preferred Qualifications :

Degree Preferred :

Bachelor Degree

Preferred Knowledge/Skills :

Demonstrates extensive level abilities and/or a proven record of success as a team leader, emphasizing the following:

  • Directing, motivating, delegating and empowering the team members in the successful performance of their responsibilities across multiple offices;

  • Identifying growth opportunities for team members;

  • Building and sustaining high performance culture for the team;

  • Coaching team members on taking next career steps;

  • Actively participating in the hiring process for team members;

  • Recovering relationships with customers after poor service delivery;

  • Seeking out customers to ask for service delivery feedback and suggestions;

  • Managing team to achieve key performance metrics;

  • Building enhanced relationships with stakeholders, including office leaders;

  • Managing team to achieve key performance metrics;

  • Establishing and confirming customer support technology space and signage complies with standards;

  • Driving continuous process improvement projects to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination;

  • Driving the use of analytics to identify and execute on opportunities to improve the customer experience;

  • Coordinating resources to respond to major incidents that occur in offices;

  • Encouraging innovation and knowledge sharing; and,

  • Displaying a commitment to continuous learning.

At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

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