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Partner Technical Support Manager

Company Name:
Koch Davis
The Partner Technical Support Manager coordinate communications to company TS and account teams regarding key customers, and externally to key customers regarding company updates (change notifications, incident management, etc). Coordinating team and individual response to customer escalations that arise from account, sales, other company teams, or company senior engineers, pursuant to specific aligned customers. Issue/ticket trend analysis from ticket queue and agent feedback for aligned customers. Triage and escalation assistance for aligned customers to Engineering/Operations/Product teams. Act as the initial management POC for support for an aligned customer. Work with company operations teams to understand, approve, and communicate changes through robust change control process to customer. Assist with delivery of RFO/RCA statements from operations teams. He / she will be a part of the global Tech Support operations management team and is expected to understand global best practices for customer contact centers and learn quickly the unique business needs of company customers, worldwide. The Partner Technical Support Manager is responsible for managing the customer relationship from the company Technical Support perspective, as a part of the larger company account team. Work closely with service/process owners in the company to manage proactive changes and reactive incidents for sharing and learning best customer practices. Ensure that the TS team is aware of changes / maintenances to service offerings and customer implementations. Engage with aligned customers and sales and customer services managers to ensure optimum service delivery. Review daily/weekly/monthly ticket trends and statistics for the aligned customers and take action as appropriate with other TS owners. Document customer environment notes and support process procedures/playbooks for technical support. Work with readiness teams to ensure customer preparedness for major changes and maintenance. Research and resolve customer inquiries including customer follow-up and appropriate escalation when necessary. Handle customer escalations and complaints, routing or handling as needed.
Requirements
7-10 years experience and at least 2 years as a lead or manager in a Technical Support or Technical Service delivery environment. Must have demonstrated skills in managing frontline customer support escalations. Experience in delivering services to large Enterprise customers. Effective listening and strong verbal and written communication skills. Excellent analytical and problem solving skills. Strong understanding of analytical methods and data modeling is highly desirable. Demonstrated time management skills. Comfortable in a fast paced, self-guided, dynamic and demanding environment. Needs to understand and be able to follow and implement Technical Support processes. Experience working in a fast paced support environment.
Education
Not Specified
Client
Networking equipment industry.

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