MANAGER, TECHNICAL SUPPORT ENGINEER

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ore Cloud - Technical Support Manager Mexico CityJOB DESCRIPTIONThe Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Technical Support engineers and associated support projects and processes.
This role involves managing case assignments and escalations, career development, and project management processes.
The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
ESPONSIBILITIESManage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
et team goals in alignment with Global Support objectives.
Assist direct reports in the definition and attainment of individual goals.
nsure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
nsure the delivery of high-quality technical and soft-skills training for direct reports.
eliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
ffectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
anage workflows and schedules for direct reports and ensure adequate workload coverage.
eliver regular reports that provide qualitative and quantitative descriptions of business performance.
anage key processes including FAQ analysis, case reviews, and customer feedback analysis.
evelop and maintain Support procedures and policies.
dvocate for customers and define ways to continually add value to the customer experience.
erve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.
XPERIENCE/SKILLS REQUIRED.
inimum of 3 years managing technical support professionals.
inimum 5 years experience in a technical support role.
xperience with support tools and phone systems.
xcellent written and verbal communication skills.
bility to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
olid, functional salesforce.
om application knowledge.
bility to understand and escalate issues efficiently and appropriately.
emonstrated strong work ethic and advanced organizational skills.
bility to develop and deliver creative business solutions for complex problems.
bility to effectively work with tight schedules and fast-paced environment.
XPERIENCE/SKILLS DESIRED.
bility to attract, hire and retain high-performing support professionalsFunctional or technical salesforce.
om application knowledge.
xperience building or managing Developer Support teams.
bility to develop and deliver creative business solutions for complex problems.
bility to effectively work with tight schedules and fast paced environmentAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
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