Technical Support Supervisor
VMware, Inc
Heredia, Costa Rica
hace 5 días

Description :

Are you're looking to be a leader in a dynamic and growing environment? If so, this role is for you.

As Supervisor of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization that work directly with NSX SD-

WAN products. You will work closely with our Technical Support Management team including the Managers, Sr. Managers of Technical Support and Director of Technical Support, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.

Responsibilities

  • Provide superior technical support and service to the VMware customer base
  • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
  • Supervise and develop the support teams, including hiring, professional development and proactive project work
  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Being involved in Global Strategic Initiatives
  • Requirements

  • 4 years of experience in the software industry with a minimum of 1 year in technical support supervision, including people management
  • Expertise in developing metrics to measure the effectiveness of technical support within the organization
  • BS / BA degree or equivalent technical experience, MBA a significant plus
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise customers and / or service providers is desirable
  • Good communications and interpersonal skills
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc.
  • Portuguese is a plus
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