Technical Support Operations Manager
hace 4 días
About Us
Palo Alto Networks is a leading cybersecurity company dedicated to protecting our digital way of life. We're committed to being the partner of choice for organizations worldwide, providing innovative solutions to tackle the ever-evolving threat landscape.
Job Overview
We're seeking an experienced Senior Technical Support Manager to lead our technical support team in achieving exceptional customer satisfaction and service delivery. As a key member of our operations team, you'll be responsible for overseeing the daily operations of your team, ensuring they have the necessary resources and processes to succeed.
Key Responsibilities
- Lead a high-performing team of Technical Support Engineers in delivering exceptional customer service and support.
- Develop and implement process improvements to increase efficiency, productivity, and quality of service.
- Mentor and coach team members to enhance their technical and soft skills, promoting career growth and development.
- Collaborate with cross-functional teams to resolve complex issues, improve response times, and drive customer satisfaction.
- Set and achieve team goals, aligning with company objectives and KPIs.
Requirements
- Minimum 5 years of experience in leading a Technical Support team or similar role.
- Proven track record of growing and developing high-performing teams, driving customer satisfaction, and improving process efficiencies.
- Excellent communication, leadership, and problem-solving skills, with the ability to work in a fast-paced environment.
- Familiarity with Enterprise software, SaaS solutions, Cloud Security products, and market trends is a plus.
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