Technical Support Manager

hace 4 semanas

Ciudad de México, Ciudad de México Fortinet A tiempo completo

Job Summary:

Fortinet is seeking a highly skilled Technical Support Manager to lead our team of technical support engineers. The successful candidate will have a strong background in technical support, leadership, and customer service.

Key Responsibilities:

  • Provide first-level supervision to a team of technical support engineers, managing workload, response, resolution, and quality.
  • Monitor and manage technical support engineer queues and escalate issues as necessary.
  • Ensure Service Level Agreements (SLAs) are met and premium support accounts are managed properly.
  • Perform case reviews and provide regular feedback to the team to ensure continuous improvement.
  • Highlight areas for 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 necessary training, tools, and environment to provide excellent support.
  • Handle manager escalations and follow up on customer satisfaction surveys.
  • Build and maintain strong relationships with sales teams.
  • Recruit, hire, and retain technical support engineers for the assigned support center.
  • Maintain a positive and productive work environment that fosters personal and professional growth.
  • Define, document, enforce, and enhance processes to improve support efficiency and customer satisfaction.
  • Collaborate with peers to work on initiatives that enhance support processes and customer satisfaction.
  • Manage relationships with customers, partners, and corporate organizations to enhance support processes and drive customer satisfaction.
  • Proactively address potential issues and provide follow-up on high-priority tickets.
  • Pinpoint high-visibility accounts and take proactive measures to improve customer satisfaction.
  • Establish, document, and enforce processes to improve efficiency and productivity.
  • Align strategies to proactively avoid potential issues in support processes.
  • Regularly review and maintain processes to ensure they are effective and efficient.
  • Generate reports to monitor team and individual engineer performance, SLAs, and metrics.

    Requirements:

    • Strong technical support background, preferably in a networking/security company.
    • Leadership and customer service experience.
    • Ability to think creatively and develop new solutions to problems.
    • Strong analytical skills, troubleshooting, and problem-solving.
    • Demonstrated leadership skills and ability to coach others.
    • Previous direct customer interaction, preferably in a supervisory role.
    • Full knowledge of business policies and practices.
    • Strong ability to energize and lead others.
    • Ability to handle conflict situations.
    • Previous experience leading teams is a must.
    • Bilingual: strong oral and written communication skills in English and Portuguese, with the ability to speak Spanish a plus.
    • Flexible work schedule.
    • Good technical knowledge of computer networks and Internet security.
    • Excellent organizational skills.
    • Adaptable and flexible, operating in a fast-paced, dynamic environment.
    • Ability to work and make quick decisions under pressure.
    • Willingness to travel around 20% of the time.

    Education/Certifications:

    • Bachelor's degree in Computer Science, Electronics, or Telecommunications from a recognized university.
    • Valid working visa/permit for the site and no restrictions to travel to Canada, the USA, and Mexico.

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