Technical Manager, Technical Support

Job Description

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Job description

Nice is looking for an experienced Customer Support Manager for its Global Talent Center. This position will be part of the Technical Support management team, responsible for supporting Nice Applications Solutions globally, in the 3 regions: Americas, EMEA, and APAC.

In this role you will:

• Lead and coach the global Technical staff, skill levels 2 and 3.
• Provide 1st level of escalation management for customers’ satisfaction issues.
• Work with account management functions in the NICE sales and services teams, to improve CSAT and address customer issues.
• Provide continuous improvement solutions that have potential to impact the customer experience, employee satisfaction and operational effectiveness.
• Help create/maintain department, operational and strategic plans.

Role & Responsibilities

• Plans, organizes, and directs the activities of a team of technical support engineers.
• Supervises the work of the team by facilitating and tracking case status; identifying problems and issues; allocating appropriate resources; and ensuring KPIs and SLA’s are met on schedule and at the highest levels of quality.
• Selects, trains, motivates and evaluates personnel; establishes and monitors employee objectives; prepare and present employee performance reviews; provides or coordinates staff training and education; works with employees to correct deficiencies and fully develop strengths; coaches, mentors and implements progressive coaching as necessary.
• Conduct gap analysis and needs assessments from a technical and customer perspective.
• Acquire & coordinate resources from other groups as needed to resolve customer situation.
• Represent NICE professionally in customer facing engagements
  both internally and externally.
• Actively seeks out opportunities to increase the breadth and depth of knowledge in relation to the business, process and operational needs.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Maintain ongoing strong working knowledge of NICE products.
• Exercise solid judgment in determining which issues should be escalated to Senior Management.
• Identify and report systemic issues causing complaints & escalations, work with business owners to implement changes that promote and increase positive Customer experiences.
• Sets Customer expectations and customer deliverables.

Job Requirements

• At least 5 years experience in managing technical support groups working with NICE or similar global enterprise Software Company.
• Technical ability, software industry background
• Technical knowledge in Networks, Infrastructure, Microsoft OS, Virtualization
• Solid understanding of Customer Support processes, and best practices
• Experience working in a managed hosted environment, preferable
• General Knowledge of the full range of NICE Solution, products, and services and is able to identify how these products and services align to customer needs.
• Off hours work, and travel may be required from time to time
• Good analytical and presentation skills

Soft Skills

• Strong communication skills including e-mail, phone and written documentation etiquette.
• Experience in managing critical customer situations.
• Proven successful cross group collaboration skills.
• Proven problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
• Experience in support best practices such as KCS, Skills based routing and performance management.
• Demonstrated ability to identify problems analytically, determine root cause, collect data from various sources and present an acceptable solution/response which meets all NICE and the Customer needs.
• Consistently demonstrates the aptitude to investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource or resources to drive the customer’s request to a timely resolution.
• Demonstrated ability to multi-task between several projects and manage minute details.
• Project coordination, resource planning, and allocation experience preferred.
• Manages client relationships and individual engagements with a strong focus on excellence; high level of accountability at the individual level; service and support that exceeds client needs
• Excellent communication and presentation skills in English (and
  local language) to manage external and internal customers and
  set expectations aligned with customer requirement and NICE goals.

Education

BE/BTECH in Computer Science, Electronics Engineering or equivalent.