Manager, Technical Support
Proofpoint - Sunnyvale, CA

This job posting is no longer available on Proofpoint. Find similar jobs: Manager jobs - Proofpoint jobs

Proofpoint, Inc is seeking an experienced, self-motivated, flexible, team-oriented Manager, Technical Support, to play a significant role in the refinement of our support strategy and maintenance of a high level of customer satisfaction for our existing customers.

This position will oversee a team of Level 2 Technical Support Engineers, managing all procedures related to the identification, prioritization and resolution of escalated customer help requests, including monitoring, tracking and coordination of Support resources.

Responsibilities include:
  • Manage Support Engineers that respond to situations where standard procedures have failed to isolate or fix problems in non‑functioning systems or software.
  • Work with the team to ensure consistently positive customer experiences with the highest level of customer service, provided in a friendly, collaborative, and resourceful manner.
  • Drive customer escalations to resolution by leading and engaging with customers directly.
  • Work with interdepartmental teams to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
  • Determine why customer issues needed to be escalated to enhance department learning opportunities.
  • Continually seek to identify opportunities for internal and customer related process improvement.
  • Plan and develop support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
  • Report weekly on customer/departmental top issues, hiring and on-going projects.
Requirements:
  • 5 + years experience with managing world-class support teams and creating processes that lead to an efficient customer support organization.
  • Excellent verbal, written and interpersonal communication skills.
  • Proven ability to manage customer expectations.
  • Excellent customer satisfaction skills and a positive attitude.
  • Ability to self-direct, multi-task and prioritize job requirements.
  • Strong knowledge of customer relationship management software and metric reporting.
  • Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred.

Proofpoint - 10 months ago - save job - block
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