What Youll Do
Responsibilities include but are not limited to the following:
- Responsible for leading a team of Tech Support Engineers in the Global Technical Support organization, who are engaged in providing assistance to customers and partners in technical issue identification and resolution.
- You are technically sound and can understand the technology learn Druva Products. This is a must to assist the team in resolving technical problems.
- Specializes in high-end, Enterprise level support of customers or channel partners with advanced support needs.
- Establishes staff schedules for queue coverage and individual or group training sessions.
- Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in both technical skills and general customer service skills.
- You will work closely with the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.
- Has very good verbal and written communication skills to drive effective customer communication.
- Delivery of superior-level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams. Good understanding of technical support KRA/KPI and ability to drive/meet them consistently.
- Demonstrate strong acumen to understand and work with support leadership to solve business challenges
- Design, develop and implement processes to enhance support function
- Drive critical customer issues to resolution leveraging cross-functional resources
- Proven track record of delivering results through people, business and operations management.
- Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
- Conduct structured meetings to create cohesive environment of support operations
- Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
Who You Are
Requirements:
- Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. - At least 3 years of management experience in a technical support environment
- Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
- Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations
- Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
- Understand the need and importance of having customer at the core of everything we do
- Must have at relevant experience working as a Support/Technical Engineer
- You have successfully delivered a key initiative project in the current organization that has helped scale up the support level and business.
- You are dynamic and can adopt the changes and drive changes easily.
Desired Skills and Experience:
- Good understanding of the following technologies:
- SaaSApps- M365, Gsuite, SFDC
- Windows/Linux/MAC operating systems
Background of storage/backup/security is a must.
- Skilled in leading and motivating talented support engineers.
- Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
- Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
- Must be motivated by challenges and be able to offer multiple solutions for a problem.
- Consistent record of defining and developing innovative enhancements to Support process and methodology.
- Able to develop individual and team objectives to contribute positively to organizational goals and direction.
- Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance.