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Perforce Software

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3.8

based on 12 Reviews

15 Perforce Software Jobs

Technical Support Manager

Perforce Software

3.8

based on 12 Reviews

4-8 years

Pune

1 vacancy

Technical Support Manager

Perforce Software

posted 20d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Salesforce Computer Networking Customer Support Recruitment Incident Management

+ 1 more

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