Role Summary
The primary objective of this position is to oversee the day-to-day operations of the APAC Technical Support team. The key emphasis will be on delivering consistent, high-quality, and cost-effective technical support to both prospective and current customers.
What You Will Do
- Oversee a team of Technical Support Engineers, monitoring and ensuring support is consistently delivered to drive agreed key performance indicators.
- Monitor and review the Technical Support work levels, looking for ageing cases, quality and activity levels. Advising the Technical Support Manager when there is risk to service levels.
- Ensures the team is logging all incoming calls and/or cases into the support ticketing system and completes case reviews which focuses on quality and efficiency that is set out within best practices.
- · Be an escalation point for the customer advocate process, to handle customer complaints and escalations though to resolution or further escalation to the Technical Support Manager.
- Provide weekly activity rollup reports to the Technical Support Manager
- Organise and manage regular weekly meetings for the team to reinforce standards, communicate information and align local targets to department goals.
- Be available as a point of contact for all Technical Support management issues in the absence of the Technical Support Manager
- Partner closely with peers locally and across the globe, building cooperation and coordination of teams and functions to ensure a customer-focused view is taken at all times.
- Escalate employee and performance concerns to the Technical Support Manager to raise awareness and confirm action plan.
- Contribute to selection interviewing to ensure the team is staffed appropriately with reference to the technical support budget and against agreed selection criteria/specification
- Assist the Technical Support Manager in the introduction of new starters to the team environment, to ensure that appropriate training, mentoring and coaching is delivered
- Assist the Technical Support Manager in ensuring that the appropriate mixture of skills are spread amongst the team – minimizing single points of failure.
- Assist Technical Support Manager in formal staff performance reviews of team members on a quarterly basis, assessing performance and providing constructive feedback to employees, identifying training and career opportunities.
- Give input into annual salary review process for technical support department employees.
- Define priorities and assign projects for employees – evaluate and direct employees' talents by matching (where possible) assignments to the skills/desires of the employee
- Manage employee performance and group productivity. Regularly evaluate individual employee job performance through 1 on 1 meeting, providing constructive suggestions for improvement and rewarding accomplishments.
- Assist the Technical Support Manager in understanding the resource requirements for the department, having an understanding of staffing/skill set profiles required for support services.
- Address team issues including conflict resolution.
- Clearly communicate goals and assignments to staff as part of one-to-one and group meetings
- Communicate frequently with staff through group meetings and individual sessions, ensuring issues/input from staff is listened to and that department strategy/goals/decisions are communicated promptly
- Ensure Sophos support standards/guidelines are adhered to, and provide input into their improvement
What You Will Bring
- Prior experience establishing post-sale support functions, (ie. proactively ensuring the customer has the latest product updates and documentation, performing customer surveys, etc.)
- Experienced with networks and networking systems.
- Technical background
- Inclusive open management style – outgoing personality
- Skilled at managing a dynamic and diverse group of staff
- Strong personal leadership and management skills, with a collaborative style to participate at the strategic and tactical level of the company
- Passion for creating superior customer service delivery systems, while creating a stimulating work environment for the technical support staff
- Excellent written and verbal communication skills
- A personable team player and team leader.
- Ability to prioritize (time management – team and self-management)
- Ability to present information clearly
Desirable
- Experienced implementing enterprise-level issue tracking systems/applications preferred.
- Experienced in managing a technical support function
- Awareness of the anti-virus market
- Preparedness to work out of business hours
- Ability to travel (technical training) for an extended period
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