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Subang Jaya

    Regional Technical Support Manager - Petaling Jaya, Malaysia, Selangor - Career Channel Executive Search

    Career Channel Executive Search
    Career Channel Executive Search Petaling Jaya, Malaysia, Selangor

    4 days ago

    Default job background
    Full time
    Description

    The Customer Support Manager is customer focused, technology savvy and forms part of our Global Customer Support team.

    The role requires strong communication skills, experience in providing customer support and strong technical skills, having aptitude to troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time. The Customer Support Manager has responsibility as first point of escalation for Customer Support issues. They are accountable for the team achievement of SLA targets and manages and maintains the ticket queue. The Customer Support Manager will be line manager and mentor to all customer support team members.

    Responsibilities

    ü Line management of Support Team in Kuala Lumpur, managing their knowledge, performance and development.

    ü Recruit, train and develop new team members, and provide continuous on-the-job training, mentoring of team members

    ü Monitor the ongoing operation of the support team and ensure adherence to process and quality measures.

    ü Accountable for the team achievement of SLA targets, Customer Satisfaction, and other operational metrics.

    ü Responsibility of improvement Efficiency and Effectiveness included automation and reducing a cost per ticket

    ü Strategic communications included system health and support stats, sharing department news

    ü Works with Regional Support Managers to develop and implement support processes, procedures and metrics according to business needs and best practice

    ü Responsibility as point of escalation for complex customer support matters, while keeping the Customer at the forefront of all requests and advocate for the Customer's needs at all times

    ü Thorough understanding of the internal technology the ability to effectively troubleshoot, escalate issues and manage outages announcements

    ü Accountable for monitoring, reporting & follow up on reoccurring issues to ensure the source cause is resolved

    ü Coordinate closely with other support managers globally on rota management and process alignment.

    ü Proactively creates suggestions on improvements and processes for theteam and improve the customer experience, and act as voice of the customer.

    ü Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.

    ü Works effectively in partnership with local management

    ü Occasionally required to work after regular hours and or specific shifts, in line with the global business needs

    Qualifications

    ü 5+ years of experience in managing Customer Support team of no less than 10 agents for a technology company

    ü Technical background with 5+ years of experience in Technical/Application Support area.

    ü Experience enforcing, monitoring and reporting on support

    ü Truly passionate about people. Mentoring and developing their skills and knowledge and fosters a strong, positive culture that promotes ethical practices and is values based

    ü Self-motivated, and excellent communicator, who opens channels of communication across the business.

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