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Manager Technical Support II

at  in  Bangalore, India | Posted on 22 September, 2015
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Job Description

Position Summary:

  • Responsible for overseeing customer 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 1:1 and team meetings to evaluate individual and 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:

  • 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

Technical:

  • Must possess an extensive knowledge and experience of windows/Linux/virtualization with total exp 10-12 Yrs overall.
  • Skilled in leading personnel associated with account management at the enterprise level.
  • Knowledge of call center processes, 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.

Leadership

Ability to identify major concerns from the field and take appropriate actions to correct them.Can do attitude with a strong will to lead by example.
Leadership skills in organizing and motivating a diverse team of technical engineers.Demonstrated ability to exercise sound, independent judgment in handling customer complaints and determining whether escalation is necessary.

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

Salary

Not disclosed

Experience

Not mentioned

About Company

Citrix Systems, Inc. is an American multinational software company founded in 1989, that provides server and desktop virtualization, networking, software-as-a-service, and cloud computing technologies, including Xen open source products.

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