Job Description
It's not about making a sale.
It's about providing the most secure environment for our customer's digital transactions.
In this role, you'll continue building on our mission by helping secure our clients' environment and ensure their repeat business and future endorsement.
You will be in charge of leading a technical support team who will help identify and fix complex issues in our established clients' networks, while handling critical issues through your teams' support.
You'll be responsible for the daily operations of your team to ensure they achieve their goals, while meeting the needs of the customers.
Your Impact
Lead daily operations of a team of Senior Technical Support Engineers responsible for delivering the Focus Services portfolio in line with the company goals and objectives.
Ensure that your engineers have the resources and processes necessary for successful and sustained performance.
Work on long term strategic projects to optimize the support for our biggest customers, with a big focus on proactive support.
Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives.
Directly provide and ensure appropriate technical and soft skills training and mentoring.
Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives.
Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations.
Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations.
Build positive relationships with sales, customers and partners.
Support the larger business objective and assist the sales teams in positioning value added support services which meet specific customer demands.
Share innovative ideas for expanding the support services portfolio and work with a global team to take them to market.
Qualifications
Minimum of 5 years experience in leading a Technical Support Engineers team, or similar.
Good understanding of the multi-departmental dynamics and cross functional collaboration to ensure great end-to-end customer experience.
Demonstrate experience in growing and developing high performing teams.
Ability to work on own initiative and identify opportunities for continuous improvement and efficiency.
Ability to drive change initiatives.
Responsibility and accountability for managing escalations.
Clear and concise verbal and written communication skills.
Experience in communicating and engaging at various organizational and customer management and executive levels.
Goal oriented focus with the ability to prioritize multiple dynamic situations.
Customer centric attention and mindset.
Previous experience with Enterprise software and/or SaaS solutions support and service delivery is preferred.
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