Technical Support Manager II
Dell
Panama City, Panama
hace 7 horas

Responsibilities :

Plans, organizes and manages technical support for one or more of GS&D products to provide unrivalled technical support for GS&D customers and prospects, meet contractual response times, and that staff members are exceptionally customer focused, responsive, dependable, technically excellent and team oriented.

  • Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-
  • range business objectives within company policies and procedures.

  • Leads and participates in working with other GS&D departments to provide proactive, responsive, and timely solutions to customer and product issues.
  • Leads and participates in the management of customer case escalations.
  • Participates as a proactive member of the GS&D management team by setting high standards throughout the Technical Support department.
  • Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.
  • Essential Requirements :

  • 6+ years of experience working in a technical support department for a medium to large software company or the equivalent related technical experience.
  • Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives.
  • Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.
  • Ability to travel up to 10% of work time.
  • Education equivalent to a 4 year college or university education with an emphasis in computer science, business administration or a related field.
  • Desirable Requirements :

  • Excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.
  • An in-depth understanding of the basic principles behind technical support processes and procedures.
  • Benefits

    Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

    Apply today!

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