Job Description
As an Advanced Support Manager you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.
Key Responsibilities:
Provide first level supervision to a team of Technical Account Managers managing workload, response, resolution and quality
- Monitor and manage support queues and escalate issues as necessary
- Perform case reviews and provide feedback to the team ensuring there is continuous improvement
- Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects
- Ensure consistent delivery across the Advanced Support team
- Be flexible to work with the Advanced Support Director on higher priority tasks, improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
- Manage customer escalations; follow up with customer satisfaction surveys.
- Highlight serious issues and bugs to engineering and escalation teams for resolution.
- Ensure SLA´s are honoured and premium support accounts are managed properly
- Ensure TAMs have the proper training, tools and environment according to business needs
- Develop best practices deployment and troubleshooting documentation
- Create technical documentation and bulletins to improve internal and external knowledge base
Skills and Attributes Requirements:
- Energized by making customers happy and successful
- Strong troubleshooting and problem solving skills
- Translator between business, technical, and sales people
- Excellent organizational, analytical and negotiation skills
- Effective communication and customer management skills
- Excellent written and verbal communication skills
- Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges
- Steadfast and calm in explosive situations
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Previously worked in a technical support position with the telco and large enterprise space.
- Demonstrated leadership skills
Educational and Experience Requirements:
- Minimum of 6-8 years of experience in a high technical support/post-sales role
- At least 2+ years’ experience with direct customer interaction, preferably in a supervisory role
- Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
- Fortinet NSE4 certification or similar
- Business level English and German essential
- Must possess the right to work in Spain
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