Business Technical Support Manager

San Diego, CA, United States

Job posting title

Business Technical Services Manager

Job summary

JOB SUMMARY:

The Customer Success and Support Manager is an experienced, proactive team leader responsible for management of all business technical support personnel. In the Business role, all OSA II, TSA, BSA and MSA agents will report directly to this position.

Job description

This role is a key point of contact between ESET and customers, removing obstacles for customer success and protecting the value of ESET products and solutions. This role is required to understand the emerging needs of the customer and to strive for alignment of ESET solutions with customer goals in a proactive way with special attention on ESET business and enterprise solutions. This role monitors and enforces compliance of company and department policies and procedures for all Technical Support personnel. They will foster a positive and proactive relationship within agent teams and serve as the primary contact for agents during and after all new hire training.

Additional responsibilities include monitoring day-to-day call center activities including responses, calls and agent states through collaboration with the Business Lead role. The manager should encourage agents to meet or exceed department and quality improvement goals.

DUTIES and RESPONSIBILITIES:

Serve as a customer advocate within the organization in order to evolve ESET's products and services and ensure ESET customers and potential customers achieve their goals within the trial, purchase, and renewal phases of all ESET products and services

Proactively identify and report pain points and market requirements to improve ESET business and enterprise product features, benefits, and value proposition

Supervise the team to ensure employee, customer, and partner needs are met efficiently and with the highest quality of service

Monitor and evaluate day-to-day processes and activities including prioritization, work status, service goal reporting, and SLA monitoring.

Respond actively, sensitively, and appropriately to the needs of internal and external concerns.

Assist team members to define, isolate, analyze, and comprehend complex problems, and guide them to creatively and systematically employ all available resources.

Identifies knowledge gaps and arranges training for agent teams in collaboration with other departments.

Provide leadership and guidance to employees in order to achieve department goals as well as organizational goals.

Build brand awareness within both local and digital communities.

Maintain and consistently demonstrate knowledge of company guidelines, processes, practices, and procedures.

Effectively participate in conversations and answer questions related to ESET products and services within both internal and external communities including but not limited to email, forums, and social media outlets.

Respond to and report questions, concerns and requests on a 24x7 basis.

Support other departments as required (process clarification, customer escalations).

Collaborate with other departments to support and improve Technical Support initiatives.

Develop and implement new processes and procedures to strategically improve call center performance and customer experience.

Oversees escalations to the development team, ensuring trending issues are properly communicated.

GOALS and OBJECTIVES:

Maintain the highest level of quality by resolving issues with the correct info in a timely manner.

Compares observations and trends with Call Center Operations Management team to derive actionable outcomes to improve TS team performance

Strive to resolve customer issues with first contact resolution.

Work closely with other team members to make sure we provide extremely high levels of service to our customers.

Meet and exceed bi-annual goals set forth by Technical Support Management.

PERFORMANCE MEASURES:

Team must pass case and call quality goals.

Team must meet or exceed customer satisfaction goals from customer satisfaction surveys.

Team must meet stated MBO metric goals.

Team must maintain minimum volume goals if and when applicable (varies).

Team must be able to adhere to assigned schedule within acceptable discrepancy count thresholds.

Manager must create development plans for individual agents when above measures are not met.

KEY SUCCESS FACTORS:

Be diligently aware of intricate project details and to perform standard tasks while also managing change.

Be able to analytically evaluate technical as well as personnel oriented issues objectively and professionally.

Manage time effectively in to meet deadlines and requirements to maintaining a manageable workload.

The Manager should possess the ability to perform in a fast-paced environment with minimal direct supervision.

Apply critical decision making skills in a timely manner as needed.

Monitor and advise on active trends.

COMPETENCIES:

Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy.

Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization.

Provides timely guidance and feedback to help others strengthen knowledge/skills areas needed to accomplish a task or solve a problem.

Facilitates the implementation and acceptance of change within the workplace; encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities.

JOB FIT:

Motivated and able to consistently complete tasks with daily/weekly/monthly deadlines.

Ability to inspire and coach subordinates to continue positive performance as well as motivate and implement performance improvement plans for employees not meeting stated goals.

Collaborate with other departments (IT, Business Systems, etc.) to meet agent and customer needs.

Thinks critically

Resilient, adaptable, and thrives in a fast-paced environment

Excellent verbal and written communication and presentation skills

Can work independently while also functioning and contributing as part of a team

Positive, empathetic, driven, collaborative, flexible, and confident

KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:

Experience: Minimum (2) years management experience

Education: BA or BS in Business or Technology related field highly desired.

Additional qualifications:

Expert knowledge of company and departmental guidelines, processes, practices, and procedures.

Moderate to Expert level knowledge of Excel, Outlook and Word required

Experiential knowledge of quality improvement processes, strategic planning and policy development preferred.

Comprehensive knowledge of ESET home and business solutions and the ability to share that knowledge effectively and with confidence.

Knowledge of and experience with security products (antivirus, firewall, IDS, IPS) is desired.

CAREER PATHWAYS :

Direct promotion or lateral transfer within Technical Support or other department as training and experience qualifies

ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected annual base pay range for this position is $90,000-$100,000. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.

Job requisition

JR-04564 Business Technical Services Manager (Open)

Primary location

San Diego

Additional locations

Time type

Full time

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