Technical Support Manager
Proofpoint
full-time
Posted on:
Location Type: Office
Location: Auckland • 🇳🇿 New Zealand
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Direct responsibility for transforming and growing the Technical Support function into a regional service model
- Provide Technical Account Management support for complex products and hardware
- Drive a true ‘customer success’ culture within the teams
- Ensure agents are resolving cases and calls to the required quality
- Establish best practice in the support team to ensure operational excellence
- Empower and coach a team of Technical Support staff
Requirements
- 3+ years of leadership experience in a SAAS & hardware environment
- Proven knowledge of a technical support centre including operational, call, and case management best practice
- Background in engineering or product and working knowledge of programming languages, APIs, and hardware
- Track record of managing a high performing team focused on the customer outcome
- Highly organised, with an eye for critical details coupled with a sense of urgency
- Confidence in handling customer escalations and the ability to handle tough situations
Benefits
- funded medical insurance plans
- unlimited sick leave
- recognition programs
- EAP offerings
- free on-site parking
- flexible working
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportcase managementcall managementprogramming languagesAPIshardware
Soft skills
leadershipcustomer successcoachingorganizational skillsattention to detailsense of urgencyconflict resolution