Technical Support Manager
Perforce
Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward. With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.
Position Summary:
The Senior Manager of Technical Support is looking for a Technical Support Manager who can lead an India based team handling complex enterprise customer issues.Responsibilities:Manage a team of Technical Support Engineers who field all incoming support cases from Perforce’s customers across a number of productsTake full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluationsManage, measure, and report on key service level metrics including response times, closure times and customer satisfactionWork with other managers in offices across APAC, EMEA and North AmericaBuild and maintain relationships with other teams in the organization ensuring the highest level of customer service and achieving productivity goalsDevelop action plans to address areas of concern identified in customer satisfaction surveysLeverage Perforce’s customer support best practices and process frameworks to drive continual process improvementMaintain frequent communication with peers and other internal teams to maintain awareness of issues or changing processes/standards, including case escalationsContribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customerRequirements:Bachelor’s degree or equivalent practical experience in Computer Science orEngineering Experience with Incident Management methodologies, systems and tools3+ years supervisory or leadership experience of a customer-facing Technical Support teamExperience with a commercial customer incident tracking system such as SalesforceExperience using a software defect tracking system such as JIRABasic networking experienceExperience managing onsite and remote employeesRelentless dedication to customer service in both words and actionsAbility to lead/manage large conference callsAbility to read, write, and speak fluent EnglishThe role is based in the Perforce office in central Pune (office opening in 2022)Standard working hours will be 9:00 am to 5:30pm Monday – Friday, with flexibility to accommodate communication with remote offices, employees and customers as requiredCome work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company. If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today! Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
Position Summary:
The Senior Manager of Technical Support is looking for a Technical Support Manager who can lead an India based team handling complex enterprise customer issues.Responsibilities:Manage a team of Technical Support Engineers who field all incoming support cases from Perforce’s customers across a number of productsTake full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluationsManage, measure, and report on key service level metrics including response times, closure times and customer satisfactionWork with other managers in offices across APAC, EMEA and North AmericaBuild and maintain relationships with other teams in the organization ensuring the highest level of customer service and achieving productivity goalsDevelop action plans to address areas of concern identified in customer satisfaction surveysLeverage Perforce’s customer support best practices and process frameworks to drive continual process improvementMaintain frequent communication with peers and other internal teams to maintain awareness of issues or changing processes/standards, including case escalationsContribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customerRequirements:Bachelor’s degree or equivalent practical experience in Computer Science orEngineering Experience with Incident Management methodologies, systems and tools3+ years supervisory or leadership experience of a customer-facing Technical Support teamExperience with a commercial customer incident tracking system such as SalesforceExperience using a software defect tracking system such as JIRABasic networking experienceExperience managing onsite and remote employeesRelentless dedication to customer service in both words and actionsAbility to lead/manage large conference callsAbility to read, write, and speak fluent EnglishThe role is based in the Perforce office in central Pune (office opening in 2022)Standard working hours will be 9:00 am to 5:30pm Monday – Friday, with flexibility to accommodate communication with remote offices, employees and customers as requiredCome work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company. If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today! Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
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