Technical Support Manager, APAC

6 days ago

Singapore Nozomi Networks Full time $120,000 - $360,000 per year

As we expand our product portfolio and global presence, our Technical Support department is hiring a Technical Support Manager to be responsible for providing technical support with exceptional customer service to our worldwide customer base. The Technical Support Manager will provide leadership and day-to-day management to our support teams.

If this sounds like you, read on. You could be the next "Nozomier"

In this role you will:

  • Work directly with the Support Engineers to ensure the quality of work, productivity, and method of delivery conforms to customers' needs and expectations.
  • Maintain management awareness of high-impact customer issue status and communicate customer needs as appropriate for additional management attention.
  • Improve Technical Support's ability to respond to and engage our worldwide customer base in a timely manner.
  • Continually improve services and resources to decrease issue cycle time.
  • Assist Technical Support leadership in developing processes to relieve bottlenecks, expand capacity, and to reduce the cost per transaction of services provided.
  • Proactively address customers' complaints appropriately by driving change to address needs and resolve problems.
  • Fully understand our customers' implemented solutions to provide the best resolutions possible.
  • Focus on long-term relationship building through deep knowledge of customer needs.
  • Act as point of escalation for customer dissatisfaction with any aspect of the support process.
  • Manage training, performance, improvement, and satisfaction of individual direct reports.
  • Work to grow direct report's skill set to improve productivity and to provide a career path for future growth through formal and informal training and mentoring.
  • Work with Technical Support management to perform all human resources duties related to direct reports; including selection, termination, performance evaluation, motivation, pay status change recommendations, discipline, training and development.
  • Partner with other Managers within Technical Support and across departments to ensure unified team and coordinated communications with all employees.
  • Drive processes, content authoring and knowledge-sharing culture to maintain a relevant and effective support knowledgebase.

To be successful in this opportunity, you will have:

  • Proven track record of team leadership in an IT or Enterprise Software role.
  • A proactive and energetic management and leadership style in a team environment.
  • The ability to manage multiple issues, support cases, and team members simultaneously.
  • A strong understanding of the key values that drive a support environment – responsiveness, reliability, assurance, empathy, proficiency and professionalism.
  • Strong technical skills, analytical skills and excellent problem solving skills
  • A proficiency in multitasking coordination while remaining detail oriented.
  • An ability to adapt to and work with a highly diverse international customer base.
  • Excellent presentation and both written and verbal communication skills.
  • The ability to rapidly learn the Nozomi Networks products and business use cases.
  • Japanese language is valuable, but not required.

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