Technical Support Team Leader
hace 4 semanas
We are looking for a seasoned Technical Support Manager to lead our team of Technical Support Engineers in providing top-notch post-sales support to Gigamon end users and partners. This role is based in Mexico City and requires a strong ability to manage both technical and managerial tasks while working effectively under pressure.
Main Responsibilities:
- Manage support teams in Mexico, providing 24/7/365 support to global customers and partners.
- Ensure a best-in-class customer experience through consistent responsiveness and monitoring.
- Develop and maintain operational metrics for the support organization, focusing on case management, knowledge sharing, and quality of escalations.
- Conduct people management activities, including regular one-on-ones, career planning, and annual focal reviews.
- Oversee customer escalations, ensuring effective situational management and communication with the leadership team on progress and plans.
- Collaborate actively with sales, product management, engineering, and other business units as required.
- Utilize analytical problem-solving skills to apply innovative thinking and drive continuous improvement in customer experience.
- Manage customer escalations and communications effectively, demonstrating account and project management skills.
- Research relevant subjects to enhance knowledge and support the commitment to continuous improvement.
Requirements:
- 8+ years of experience in a customer support management role, ideally in a technical support capacity.
- Bachelor's degree in Computer Science or Engineering preferred.
- Proven experience managing a team of over 5 direct reports in a technical support environment.
- Familiarity with tools such as CRM, Knowledge Base, and ACD systems.
- High level of oral and written communication skills, with a focus on escalations management and project coordination.
About You:
- A strong leader who fosters a culture of customer and employee satisfaction within the team.
- Analytical and innovative thinker with a track record of solving complex problems.
- Excellent communicator who can effectively collaborate with cross-functional teams.
- Committed to continuous improvement and capable of driving operational excellence.
- Enthusiastic about building a diverse and inclusive work environment, welcoming candidates from all backgrounds.
Gigamon is an equal opportunity employer and welcomes all applicants. If you have the skills and experience required for this role, we encourage you to apply.
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