Manager 2, Technical Support
Dell EMC -
Cairo, EgyptPosted 5 years ago86People have clicked1 open position
Job Details
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Job Description
- Responsible for managing a department of individual contributors responsible for providing remote support in resolving customer issues when problems have been identified and escalated
- Enable the business to scale while improving key performance indicators impacting their efficiencies and improving overall customer experience
- Research, recommend and implement support technology and process improvements to reduce overall costs & increase low effort for our customers
- Direct the efforts of others in the achievement of the strategic and operational objectives of the group
- Oversee real-time management, staffing level requirements, forecasting and workplace scheduling
- Resolve operational issues and oversees Customer Escalations
- Monitor daily progress/status and makes adjustments/corrections to ensure optimal performance and service
Job Requirements
Essential Requirements:
- Formal people management experience in a technical support environment or the equivalent related technical experience
- 3rd level education with an emphasis in computer science, engineering, business administration or a related field
- Proven ability to tailor written and verbal escalation updates to both technical and non-technical internal teams and to our customers
- Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
- Strong performance ethos and personal commitment for outstanding customer service
Desirable Requirements:
- Functional technical knowledge of High End storage arrays
- Proven aptitude to leverage data to make informed business decisions
- Project management experience a plus
