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Support Manager - Live Optics

Dell EMC
Cairo, Egypt
Posted 5 years ago
58People have clicked1 open position
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Job Details

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Job Description

Key Responsibilities

  • Manages the hiring, staffing and management of a diverse and effective workforce to achieve operational and strategic goals of the group.
  • Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction. Handles and resolves customer escalations as appropriate.
  • Responsible for achieving target customer satisfaction levels within the technical support organization and communicating ongoing support-related status and metrics.
  • Responsible for setting Support policy and process to ensure smooth business operations.
  • Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.
  • Assists in the development and implementation of strategic plans, initiatives, and direction based on qualitative and quantitative trend data or senior-level direction.
  • Works with customers and collaborates with internal teams to bring awareness to and resolve customer issues.

Job Requirements

Essential Requirements

  • Typically 10+ years of relevant professional experience or equivalent combination of education and work experience
  • 4+ years of leadership experience
  • Strong ability to develop and lead/build a team to deliver key business results
  • Comprehensive customer service skills.
  • Strong drive for results and ability to make/drive decisions
  • Strong communication and interpersonal skills
  • Strong technical background and ability to learn new technologies quickly.

Desirable Requirements

  • Knowledge of data center infrastructure and operations: Server, Virtualization, Storage, Workloads, Data Protection, Performance, etc.
  • Commercial or Enterprise Technical Support experience
JobsAccounting/FinanceSupport Manager - Live Optics