Technical Support Manager in Citrix @ Bangalore

 Technical Support Manager in Citrix  @ Bangalore

For The Post : Technical Support Manager
Pay Band : Best in Industry

Last Date : ASAP

Qualification : Bachelors Degree

Experience :  3+

Job Location : Bangalore

Position Responsibilities :

About the role:

·         Responsible for overseeing a team of technical support engineers in providing assistance to customers and resellers in problem identification and resolution.

·         Manages daily activities of one or more support teams and specializes in support targeting high-end Enterprise level customers or channel partners with advanced support needs.

·         May include management of Technical Resource Managers (TRMs) in providing advanced-level proactive customer support services. Establishes staff schedules for ACD queue coverage and individual or group training sessions.

·         Conducts regular One-on-One’s and team meetings to evaluate individual & team performance, and facilitate development of proficiency in both technical skills and general customer service skills. Must participate in rotational "on-call manager" operation and must become familiar with intricacies of worldwide "follow the sun routing"

Qualifications and Requirements:

·         Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.

·         At least 2 - 3 years of management experience in a technical support environment, with advanced customer interaction skills.

·         Previous account management or account executive skills required, with ability to organize and track multiple projects.

·         Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.

·         Must exhibit effective customer service attitude, be able to lead a team in resolving difficult customer situations.

·         Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.

·         This position will require you to work on night shifts with a potential for extended coverage. 

Technical

·         Must possess an extensive knowledge and experience of Windows/Linux/Virtualization with overall experience of 7-10 years.

·         Skilled in leading personnel associated with account management at the enterprise level.

·         Knowledge of call center processes and terminology.

·         Knowledge and proficiency in staff scheduling, workload analysis, performance management and interviewing skills.

·         Ability and comfort in dealing with difficult employee or customer issues and in ensuring positive interactions even when message content is difficult or critical.

·         Experience implementing team processes and monitoring effectiveness preferred.

Business

·         Excellent understanding of Citrix mission and corporate objectives and ability to apply this knowledge within Citrix and for customer facing issues.

·         Full knowledge of Citrix support processes and escalation paths.

·         Citrix business Savvy

·         Organization and work planning skills required.

·         Ability to work on multiple issues and prioritize work accordingly to business processes.

·         Regularly participates in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.

To Apply : CLICK HERE