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15 Perforce Software Jobs

Technical Support Manager

4-8 years

Pune

1 vacancy

Technical Support Manager

Perforce Software

posted 20d ago

Job Description


Position Summary:

The Senior Manager of Technical Support is looking for a Technical Support Manager who can lead an India based team handling complex enterprise customer issues.
Responsibilities:
    • Manage a team of Technical Support Engineers who eld all incoming support cases from Perforce s customers across a number of products
    • Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations
    • Manage, measure, and report on key service level metrics including response times, closure times and customer satisfaction
    • Work with other managers in offices across APAC, EMEA and North America
    • Build and maintain relationships with other teams in the organization ensuring the highest level of customer service and achieving productivity goals
    • Develop action plans to address areas of concern identi ed in customer satisfaction surveys
    • Leverage Perforce s customer support best practices and process frameworks to drive continual process improvement
    • Maintain frequent communication with peers and other internal teams to maintain awareness of issues or changing processes/standards, including case escalations
    • Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
Requirements:
    • Bachelor s degree or equivalent practical experience in Computer Science or
    • Engineering Experience with Incident Management methodologies, systems and tools
    • 3+ years supervisory or leadership experience of a customer-facing Technical Support team
    • Experience with a commercial customer incident tracking system such as Salesforce
    • Experience using a software defect tracking system such as JIRA
    • Basic networking experience
    • Experience managing onsite and remote employees
    • Relentless dedication to customer service in both words and actions
    • Ability to lead/manage large conference calls
    • Ability to read, write, and speak uent English
    • The role is based in the Perforce office in central Pune (office opening in 2022)
    • Standard working hours will be 9:00 am to 5:30pm Monday - Friday, with exibility to accommodate communication with remote offices, employees and customers as required

Employment Type: Full Time, Permanent

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Perforce Software Pune Office Location

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Pune, Maharashtra Office
IndiQube Commerzone B6 Office No. 101, 1st Floor Yerwada, Samrat Ashok Path, Off Airport Road Pune, Maharashtra

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