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MANAGER TECHNICAL SUPPORT

Hyderabad Area, India, IN - Computer Software, Information Technology and Services, Internet

MANAGER TECHNICAL SUPPORT



Experience/Skills Required:

• Ability to effectively work with tight schedules and fast paced environment

• BA or BS required.

• Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role.

• Experience with support tools and phone systems.

• Excellent written and verbal communication skills.

• Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.

• Solid, functional salesforce.com application knowledge.

• Ability to understand and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic and advanced organizational skills.

• Ability to develop and deliver creative business solutions for complex problems.

• Ability to effectively work with tight schedules and fast paced environment. Experience/Skills Desired

• Ability to attract, hire and retain high-performing support professionals

• Functional or technical salesforce.com application knowledge.

• Experience building or managing Support teams.

• Ability to develop and deliver creative business solutions for complex problems.



Detailed Role & Responsibilities:

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

• Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

• Ensure the delivery of high-quality technical and soft-skills training for direct reports.

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.

• Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

• Manage workflows and schedules for direct reports and ensure adequate workload coverage.

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

• Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.

• Develop and maintain Support procedures and policies.

• Advocate for customers and define ways to continually add value to the customer experience.

• Serve as a manager, mentor, knowledge resource, and escalation point for support engineers ; Build credibility and trust within the support group.

. Flexible to work in APAC/EMEA Workhours and on weekend shifts as per Business Needs

. Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues

. Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management



No salary provided



Posted December 01, 2014 at 03:34AM from LinkedIn http://ift.tt/1pFksWO

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