Fortinet ETAC Manager - 

Malaysia, Kuala Lumpur 

134905781

Role Overview:

As a manager of a technical support team, you will need to manage and provide guidance to the technical support engineers who make up this team.

For this position, you will require management skills to carry out day-2-day management of the team, as well as strong customer facing skills particular when dealing with customer issues.

The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

Responsibilities:

• Provide first level supervision to a team of support engineers, managing workload, response, resolution and quality.
• Perform routine case reviews and provide feedback.
• Participate in the quality calibration and validation process.
• Carry out annual performance evaluations and communication with all team members.
• Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
• Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
• Provide training and development plans for all team members.
• Manage customer escalations; follow up with customer satisfaction surveys.
• Highlight serious issues and bugs to engineering and follow up on their resolution.
• Build and maintain strong internal relationships with other groups & teams.

Requirements:

• At least 2+ experience with direct customer interaction, preferably in a supervisory role.
• At least 2+ years of support management experience.
• At least 2+ years experience in a technical support role in a networking/security company or equivalent education.
• Energized by making customers happy and successful.
• A passion for collaboration and a deep understanding of the Internet security technology.
• Translator between business, technical, and sales people.
• Excellent organizational, analytical and negotiation skills.
• Great communication skills are a must for this job.
• Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence.
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
• Strong English skills both written and verbal.
• Demonstrated leadership skills.
• Troubleshooting and problem solving skills.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.