Customer Support Manager

Job ID
2017-20448
IE-Cork
Country
Ireland

Overview

The primary function of the Technical Support Manager will be to ensure the provision of best-in-class technical support to Trend Micro’s customers. This role will report into a senior customer support manager.

The Responsibilities

  • Monitoring and ensuring customers receive best-in-class enterprise technical support
  • Contribute to hiring the right talent for the team during the recruitment process
  • Ensure suitable induction and on boarding for all new hires, minimising new hire ramp-up time
  • Creating effective and realistic schedules and ensuring adherence to same
  • Foster a collaborative team spirit
  • Conduct one-to-one meetings with team members
  • Support team members in effective queue management to ensure high quality support service delivery
  • Ensure senior technical team members are supporting team members on most critical customer support cases
  • Contribute to professional development of employees based on individual and business needs
  • Develop relationship with Technical Support management team and ensure strong collaboration with Business Units and other functions within Trend Micro
  • To act as a professional and credible contributor to the wider Europe Technical Support Management team and maintain strong collaboration with management peers
  • Ensure team manager is aware of any challenges facing team or individual team members
  • Review and interpret team metrics in line with identified KPIs
  • Contribute to customer support improvement initiatives and projects

You Are

  • Qualified in Technology, Business related degree
  • Educated in a technical field, and/or industry certified

You Have

  • Minimum of 5-6 years proven experience gained in a customer support background
  • Proven ability to mentor colleagues within a technical customer support environment
  • Experience in working in a cross-cultural environment
  • Excellent interpersonal and communication skills, both written and verbal
  • Effective communicator with a positive and confident attitude
  • A strong team player with a flexible approach
  • Business awareness and familiarity with partner business and support models
  • Fluency in written and spoken English is essential
  • Accustomed to functioning in a high pressured environment, working to tight deadlines
  • Awareness of commercial aspects of role
  • Demonstrating at all times ownership, engagement and proactivity
  • Ability to prioritize both internal and customer-facing tasks & show awareness of impact to customer business processes

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