Technical Support Manager
VMware
Heredia, CR
hace 3 días

Job Description

As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization.

You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Western US and the VP of Global Support Services, 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
  • Manage 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
  • Lead and / or being involved in Global Strategic Initiatives
  • Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Requirements

  • Must be trilingual in (Spanish / Portuguese / English) with exceptional English communication ability
  • 8 years of experience in the software / IT industry with a minimum of 3 years in people management
  • Background in the development and management of remote support groups, international support groups, and 24x7 support operations
  • Extensive 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
  • Excellent communications and interpersonal skills as well as problem resolution expertise
  • Track record of accomplishment and effectiveness within organizations
  • Exceptional customer focus
  • Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc
  • Category : Client Support

    Subcategory : Technical Support

    Experience : Manager and Professional

    Full Time / Part Time : Full Time

    Remote : No

    Posted Date : 2020-10-15

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