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Manager, Worldwide support

Bengaluru, KA
Job Code:
  • IT
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Job Details

The primary duties for this position include but are not limited toDelivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.Conducting regular team meetings and performance discussions with support engineers.Interacting with regional and corporate management on matters between functional areas or customers and the company.Tracking, monitoring and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution.Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.RequirementsMust possess a Bachelor of Science in Computer Information Systems or equivalent experience.At least 3 years of management experience in a technical support environment, with advanced customer interaction skills.Previous account management or account executive skills desired, with ability to organize and track multiple projects.Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.Must have at least two years of experience as a Technical EngineerDesired Skills and ExperienceSkilled in leading and motivating talented support engineers.Project management experience or background, with experience in managing multiple projects and priorities.Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.Must be motivated by challenges and be able to offer multiple solutions for a problem.Proven track record of identifying and developing innovative enhancements to Support process and methodology.Able to develop individual and team objectives to contribute positively to organizational goals and direction.Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas.Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance.Ability to effectively present complex technical material that is tailored to the target audience at large venues.Ability to effectively present tailored materials to executive level managementPractices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.Knowledge of call center processes and terminology.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 3-5


Application Programming | Software Engineer
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