Manager Technical Support Cloud - Bangalore - Citrix
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We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!
R6667 Manager, Technical Support - Cloud (Open)
Job Posting Title:
Manager, Technical Support - Cloud
Primary Duties / Responsibilities
Receives assignments in the form of objectives and establishes goals with the direction of his/her manager to meet those objectives.
Reviews and recommends changes to policies affecting his/her team. Exercises sound judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
Tracks, monitors and regularly reports on team's operations, and closely manages hot customer accounts to develop path to issue resolution. Is responsible for delivery of superior-level service to end-user customers, and acts as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
Interacts with regional and corporate management on matters between functional areas or customers and the company. Communicate appropriately to both technical and non-technical customers on issues worked by his team.
Motivates his/her team, and provides counseling and direct feedback on a regular basis. Leverages company and department’s tools to reward employees..
Monitor incoming and existing workloads to ensure support reps are following the expected Service level goals. Achieve and maintain targeted team statistics along with other established goals. Ensures Customer Sat target indicators are achieved.
Supervises individual contributors in accordance with company policies and procedures
Conducts interviews, hires new individual contributors, and provides employee orientation/assimilation training
Coaches and provides career development advice to staff
Assists staff in resolving complex or out of policy operation problems
Qualifications (Knowledge, Skills, Abilities)
Knowledge of Support processes and terminology. Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
Strong understanding of Cloud-Based infrastructures and technical support background in assisting customers troubleshoot Cloud and SaaS technologies.
Strong organization and work planning skills. Ability to work on multiple issues and prioritize work accordingly to business processes. Must be motivated by challenges and be able to offer a solution for a problem.
Skilled in leading personnel associated with account management at the enterprise level.
Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed. Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance.
Requirements (Education, Certification, Training, and Experience)
Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
At least 2 years of Mid-level management experience in a technical support environment, with advanced customer interaction skills. Or at least 3+ years of experience in a Technical Support role
Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.
Previous account management or account executive skills required, with ability to organize and track multiple projects.
Must exhibit effective customer service attitude, be able to lead a team in resolving difficult customer situations.
Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.