Technical Support Manager
hace 6 horas
About the Job
Fortinet is seeking a Technical Support Manager to lead our technical support team. The ideal candidate will have experience in a technical support role in a networking/security company and possess strong analytical skills, troubleshooting, and problem-solving abilities.
Key Responsibilities:
- Provide first-level supervision to a group of technical support engineers and manage workload, response, resolution, and quality.
- Monitor and manage technical support engineer queues and escalate issues as necessary.
- Ensure service level agreements are honored and premium support accounts are managed properly.
- Perform case reviews and provide individual feedback to the team to ensure continuous improvement.
- Highlight areas of improvement and recommend changes in methods, processes, and tools.
- Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
- Ensure technical support engineers have the proper training, tools, and environment to provide full technical support coverage.
- Handle manager escalations and follow up on customer satisfaction surveys.
- Build and maintain strong relationships with sales teams.
- Recruit, hire, and retain engineers for the assigned support center.
Requirements:
- Bachelor's degree in Computer Science, Electronics, or Telecommunications.
- Strong analytical skills, troubleshooting, and problem-solving abilities.
- Leadership and management experience in a technical support role.
- Excellent communication and interpersonal skills.
- Bilingual: Strong oral and written communication skills in Portuguese and English.
- Flexible work schedule.
- Good technical knowledge of computer networks and Internet security.
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