Technical Support Manager

Riverbed Technology, Inc.

10 - 12 years

50 - 95 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

automation performance management analytical machine learning agile genetics remote support technical support reporting tools crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you will do

Day-to-day accountability of the assigned team
Availability planning to ensure incoming customer issues are handled efficiently and effectively (right eye principle), within SLA
Identify and plan both technical and soft skills training to develop the team and ensure technical capability is maintained
Responsible for all aspects of employee/team performance and ensuring individual and team goals are achieved
Escalation Management. Facilitate and coordination across all business units, driving issues to a satisfactory and timely resolution. Preparing customer communications that require management level ownership
Input into the successful operation of the Global Technical Support team
Identify problems and seek solutions. Recommend process and system enhancements that lead directly to continuous improvement of the operational effectiveness of Riverbed, the customer and the employee

Principle responsibilities include:

People management: including regular one on ones, focal reviews, career and development planning and individual performance management
Operational management: collaboration with the broader Global TAC Management team in daily tasks to include; availability management, queue management, ACD participation (management), case and backlog management
Situational management: customer success is measured by customer satisfaction; our ability to manage customer escalations directly impacts customer success
Change advocate: identifying improvements to operational efficiencies and drive best practice collaboration with teams and departments, outside the immediate TAC organization

What makes you an ideal candidate

Analytical problem solving with the ability to apply clear, original and innovative thinking
Prior experience leading remote technical support teams
Demonstrable experience in communicating at all levels
Experienced in work day systems (SFDC, CRM, ACD, reporting tools)
Knowledgeable in ways to motivate a team of highly technical remote support engineers, monitor and identify opportunities to improve team performance

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