technical Application Support managerKMC MAG Solutions Inc

Job Description
Manager - Technical Support/Application Support
Location: BGC, Metro Manila, Philippines
Job Description
Tricentis is looking for a Support Manager located in Manila, Philippines to become a key member of our global support leadership team. This role includes responsibility for the Manila Support organization, which will be engaged in assisting customers and partners in technical issue identification and resolution.
The support manager will oversee staff schedules for omnichannel coverage and individual and group training sessions. He/She will conduct monthly/quarterly 1:1 and team meetings to evaluate individual and team performance and will facilitate the development of proficiency in both technical skills and general customer service skills.
Your primary duties:
Deliver superior level service to end-user customers and act as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
Participate regularly in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
Conduct regular team meetings and performance discussions with support engineers.
Interact with regional and corporate management on matters between functional areas or customers and the company.
Track, monitor and report on department operations, and closely manage critical customer accounts to develop path to issue resolution.
Perform monitoring to ensure that support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. Track projects and initiate documentation based on project successes.
Continually assess team skills and knowledge to identify training topics and schedule continuing education. He / She will conduct quarterly 1:1 and team meetings to evaluate individual and team performance and will facilitate development of proficiency in both technical skills and general customer service skills.
Capable of coordinating 24/7 support shift model with 4 different shifts.
Qualifications
Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
With advanced customer interaction skills, at least 3 years of management experience in a global support organization.
At least 8 years of experience in a technical support role for software products.
Strong focus on a self-sufficient and KPI driven management approach.
High technical affinity and broad engineering competency and set of interests.
Strong focus on innovation with high interest in state-of-the-art customer service delivery technologies and tools.
Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
Must exhibit 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.
Desired Skills and Experience:
Skilled in hiring, leading and motivating talented support engineers.
Experienced in mentoring and developing junior management staff aiming at supporting them regarding their individual career path.
Project management experience or background, with experience in managing multiple projects and priorities in a cross-geo and cross-functional context.
Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
Ability and comfort in dealing with difficult employee or sensitive customer issues and in ensuring positive outcomes even when message is difficult or critical.
Must be motivated by challenges and be able to offer multiple solutions for a problem.
Proven track record of identifying and developing innovative enhancements to support processes and methodologies.
Able to develop individual and team objectives to contribute positively to organizational goals and company values.
Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas and multiple geos.
Proven ability to work in a fast-paced environment and high level of resilience.
Ability to effectively present complex technical material that is tailored to internal and external target audience at large venues.
Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
Offers excellent knowledge of support processes and terminology.
Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike and provides opportunities for open discussion and evaluation of those ideas.
Additional information
We offer:
Market conform salary + success-oriented bonus
Favorable working atmosphere in a rapidly expanding company
Personal and professional development
Variety of career opportunities and a wide range of tasks
Permanent, full-time employment
This is a rare and highly sought-after opportunity to be part of a highly talented technical support team within Tricentis. If you are interested in the opportunity to become a member of Tricentis where your ideas count, apply now for immediate consideration.
Tricentis is proud to be an equal-opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.
Who we are
With the industry's #1 Continuous Testing platform, Tricentis is recognized for reinventing software testing for DevOps. Through agile test management and advanced test automation optimized to support 150+ technologies, we provide automated insight into the business risks of your software releasestransforming testing from a roadblock to a catalyst for innovation. The result is accelerated software delivery speed, improved cost efficiency, and reduced business risk.
Tricentis is the only vendor to achieve leader status in all three top analyst reports (i.e., the Triple Crown.) This honor is based on our technical leadership, innovation, and a Global 2000 customer base of 1500+ companies, including global enterprises such as Allianz, Cisco, Dolby, First Data, HSBC, Office Depot, Samsung, Starbucks, Vodafone, Whole Foods, and WorldPay. Customers rely on Tricentis to achieve and sustain test automation rates of over 90 percentincreasing risk coverage while accelerating testing to keep pace with Agile and DevOps.
Tricentis has a global presence in Austria, Australia, Belgium, Denmark, Germany, India, the Philippines, Netherlands, Singapore, Switzerland, Poland, the UK, and the United States.
A successful candidate should be prepared to submit and complete the following as part of onboarding requirements.
Scanned copy of valid NBI Clearance
Accomplished Medical or PEME Slip
2x2 & Half body picture with white background
Proof of government numbers (TIN, SSS, Pag-big, & Philhealth).
Photocopy of 2 valid IDs front & back (government-issued)
Clear copy of your Birth Certificate (PSA or NSO)
Accomplished HR Forms & Promissory Note (will be provided by KMC's Onboarding Team)
Click https://bit.ly/KMCOnboardingRequirements to view the complete list of KMC's pre-employment requirements.