Job Description

As a Advanced support Manager you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers. The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information. For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space. Key Responsibilities: Provide first level supervision to a team of Technical Account Managers managing workload, response, resolution and quality Monitor and manage support queues and escalate issues as necessary Perform case reviews and provide feedback to the team ensuring there is continuous improvement Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects Ensure consistent delivery across the AS Enterprise team Be flexible to work with the Advanced Service Enterprise Manager on higher priority task Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools. Manage customer escalations follow up with customer satisfaction surveys. Highlight serious issues and bugs to engineering and escalation teams for resolution. Ensure SLA\'s are honored and premium support accounts are managed properly Ensure TAMs have the proper training, tools and environment according to business needs Develop best practices deployment and troubleshooting documentation Create technical documentation and bulletins to improve internal and external knowledge base Skills and Attributes Requirements: Energized by making customers happy and successful Strong troubleshooting and problem solving skills Translator between business, technical, and sales people Excellent organizational, analytical and negotiation skills Effective communication and customer management skills Excellent written and verbal communication skills Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence Able to perform well in the face of tight deadlines and tough technical and organizational challenges Steadfast and calm in explosive situations Previous call centre experience, preferably supporting data networking products and/or security products is desirable. Previously worked in a technical support position with the telco and large enterprise space. Demonstrated leadership skills Educational and Experience Requirements: Minimum of 6-8 years of experience in a high technical support/post-sales role At least 2+ years\' experience with direct customer interaction, preferably in a supervisory role Bachelor\'s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

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