Customer Support Manager - Bogota, Colombia - Trellix

Trellix
Trellix
Empresa verificada
Bogota, Colombia

hace 1 mes

Carolina González

Publicado por:

Carolina González

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Descripción

_Role Overview:
_


This role in the Customer Success organization will integrate with the Management team to design / manage a team based organization, to drive total customer satisfaction culture through breakthroughs and continuous improvements.

Facilities management planning process, TQM processes development and support benchmarking and organization assessment.


Company Overview:

About the role:


  • Act as a process coach and mentor for agents.
  • One who is seen as a collaborator across Teams and different GEOs.
  • Conduct review of cases and audit calls to provide inputs with next action plan.
  • Act as process mentor and trainer for agents.
  • Understand Tech Support functioning and relate to severity handling.
  • Should be able to deliver on operational requirements without much supervision.
  • Understanding of Support Center KPI's like Abandons, Max delay, ASA, SLA, etc.
  • Basic understanding of Support Center operations.
  • Drive hiring and onboarding efforts.
  • Help with projects that pan different GEOs.
  • Should be strong on people connect while also managing nonperformance.
  • Should have experience in annual appraisals, managing difficult conversations.
  • Should be seen by the team as a go to person and collaborator.

About you:


  • 6 or more years of experience in managing teams of technical support engineers.
  • Willingness to work in different shifts is a must.
  • Be flexible to work on weekends, typically on call but may have to be in office in certain situations.
  • Should be a selfstarter and someone who can influence others.
  • Excellent written and verbal communication skills.
  • Should have a proven track record of consistent good KPI scores.
  • Good knowledge on processes and has a record of high compliance rates.
  • Open to work in 24/7 support center.

_Company Benefits and Perks:
_


We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement


We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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