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Core Cloud - Technical Support Manager

Mexico City

JOB DESCRIPTION

The 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.

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 Tier 2 Support employees; Build credibility and trust within the support group.

EXPERIENCE/SKILLS REQUIRED:

Minimum of 3 years managing technical support professionals.

Minimum 5 years 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 Developer Support teams.

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

Ability to effectively work with tight schedules and fast paced environment

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