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Ruckus Networks

Compare

4.0

based on 18 Reviews

28 Ruckus Networks Jobs

Mgr, Technical Support Eng

RUCKUS Networks

4.0

based on 18 Reviews

4-8 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Mgr, Technical Support Eng

Ruckus Networks

posted 1d ago

Job Role Insights

Fixed timing

Key skills for the job

Computer Science Customer Service Customer Support Operations Hospitality CCNA

+ 3 more

Job Description

In our always on world, we believe its essential to have a genuine connection with the work you do.

The Company - CommScope

CommScope s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network s, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.

The Team:

Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer s Experience.

Job Title: Manager, Technical Support Engineering

Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose:

Manager, Technical Support Engineering leads a team of technical engineers to ensure that we meet our customer s needs in accordance to the Ruckus standards of performance.

We are seeking a hands-on technical support manager who can look after our engineers based in various regions.

The successful applicant will also perform within our unified TAC to handle both reactive and proactive operational functions.

Key Responsibilities:

Perform as a Duty Manager and assume full operational control of the unified global TAC during your shift - managing critical cases, customer escalations, meeting SLA s, scheduled activities, time-zone handoff s, case assignment

Manage a team of engineers including all TAC functions - backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base

Maintain Staffing, Attendance & Shift Roster

Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)

Ensure timely and effective escalations. Monitor and Track the same

Ensure team focuses on the Customers Experience

Perform regular case backlog analysis and work with engineers for resolution.

Work on critical and complicated cases along with Escalation engineers, Engineering team and Senior management

Coach, mentor and educate TSEs on need basis on case handling, process adherence and ensure enhanced productivity

Ensure smooth case Transfers between the regions and engineer to engineers and scheduled Call-backs are taken care

Independently take ownership of problems and steer/drive to resolution

Work closely with other TAC managers and engineers, Sales and Engineering teams

Report complex technical issues up to higher management and executives

Identify opportunities for new process and improvement and work with the other TAC managers to operationalise

Represent our team in meetings with both internal and external customers

Suggest areas where team requires improvement on technical and soft skills

Always use good judgement

Job Requirements:

Education level:

B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

Work Experience:

Minimum of 8 years of customer support experience in IP networks, Wi-Fi or related environment.

2+ years of experience in technical managers/leadership role

Previously held technical customer support roles desired

People management experience would be considered favorably.

Leadership skills

Ability to create reports using standard business tools

Clear understanding of TAC business metrics

Understanding of networking technologies

Certifications/Accreditations:

CWNA / CCNA / CCIE / etc. is an advantage

Key competencies:

Demonstrated leadership in TAC environment.

Customer Focus

Drive for results

Team Player

People Development

Business acumen

Self-starter who is excited about technology

Excellent oral and written communication skills

Detail-oriented and critical thinker

Calm when under difficult circumstances

Strong customer focus - an ability to put yourself in the customer s shoes

Other Abilities required:

Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently in English

Ability to work off-shift and weekends as required

Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.