Senior Customer Support Manager

Discover Trend

Description:

With a passion for exceeding customer expectations the primary function of the Customer Support Manager will be to ensure the provision of top-class technical support to Trend Micro’s customers. Our Premium Support team are extremely customer focused, and the team strives to build loyal relationships with our key customers that promote trust in Trend Micro solutions and CyberSecurity technology.

We are looking for a seasoned Technical Support professional who can combine leading people with a keen eye for delivering operations whilst working with us to raise the bar in Support process and developments in the exciting space of leveraging AI and automation for support delivery.

In this role you will lead a team of Support Engineers and be a strong connection between the Technical Support team and our Premium Service Manager teams across Europe. This role reports to the Director for Technical Support in Europe.

You Have:

• Minimum of 5-6 years proven experience gained in people management.

• Minimum of 5-6 years proven experience gained in a Technical Support background.

• Proven ability to mentor colleagues within a technical customer support environment

• Experience in working in a cross-cultural environment

• Excellent interpersonal and communication skills, both written and verbal

• Effective communicator with a positive and confident attitude

• A strong collaborative spirit

• A flexible approach and openness to change and transformation

• Business awareness and familiarity with partner business and support models

Roles and Responsibilities:

• Executing organizational plans in conformance with the company’s policies and the objectives of the senior leadership

• Understanding and Translating company strategy to your team

• Support and coach team members to reach their full potential.

• Participate in projects and initiatives related to Technical Support process and technology advancements.

• Defining and monitoring key performance indicators.

• Makes recommendations related to performance, salary review and promotions

• Career planning

• Dedicated to meeting the expectations and requirements of internal and external customers.

• Gets first-hand customer information and uses it for improvements in products and services.

• Always acts with customer in mind.

• Establishes and maintains effective relationships with customers and gains their trust and respect

• Presents truth proactively in an appropriate and helpful manner

• Keeps confidences, admits mistakes and doesn’t misrepresent themselves for personal gain

• Clear communicator

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