Manager Technical Support ( Endpoint )

http://fossilace.com/company/sophos
Sophos
Bengaluru  -  India
36 Current Jobs Openings

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A’ Block, 2nd Floor, ‘Malik Embassy’ No.9, Union Street, Off Infantry Road Bangalore 560001, India., India
Job Detail
  • Industry:
    IT - Software
  • Total Positions:
    2
  • Job Type:
    Full Time
  • Salary:
    81000-100000
  • Job Location:
    Ahmedabad, India
  • Minimum Education:
    BE/BTech
  • Minimum Experience:
    8 Years
  • Apply By:
    Jul 14, 2019
  • Job Posting Date:
    Mar 14, 2019
Job Description

The ideal candidate demonstrates knowledge of Security technology products and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team. He/ She will be responsible for:
Leading and managing the activities of a skilled Technical Support Engineers team in a 24X7 global technical support environment responsible for supporting Sophos customers around the world. 
Building high performance teams and develops people, creating a shared vision and responsible for results in terms of Customer Service Satisfaction.
Recruit, develop and manage a team of Team Lead (s), L1 /L2 engineers.
Develop and implement processes for managing schedules, workload, response, resolution and quality. 
Monitor and manage support engineer queues and escalate issues as necessary.
Prepare, document and deliver training and development plans and performance evaluations.
Handling escalations and assuming ownership for the end-to-end customer experience. follow up with negative customer satisfaction surveys. 
Provide direct technical support to customers and partners as required.
Participating in cross-functional projects involving Sophoss product or service offerings. 
Identifying and working on issues that affect worldwide GSS (Global Support Service) teams. 
Serving as a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements. 

Skills Required

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Fossilace

Fossilace is a platform for job opportunities across verticals , across geographies and across experience levels .We offer HR and Recruitment Solutions besides training , employability solutions and also assist with our partners in providing accounting , payroll and start-up solutions. We work with a broad range of clients, from early-stage start-ups to large global organizations as well as highly respected Indian corporations in the Technology, Knowledge Services, Banking and Financial Services sectors in India. We are dynamically organized to provide qualitative and customized solutions according to the clients needs and requirement across this spectrum of clientele.