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Fortinet Manager Technical Account Management 
Czechia, Prague, Prague 
169121031

15.08.2024

Responsibilities:

  • Provide first level supervision to a group of Technical Account Managers and Advanced Support Engineers, managing workload, response, resolution and quality.
  • Be the escalation point for direct reports and our customers.
  • Monitor and manage support engineer queues and escalate issues as necessary.
  • Perform routine case reviews and provide feedback.
  • Participate in the quality calibration and validation process
  • 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 input to training and development planning and performance evaluations.
  • Manage customer escalations; follow up with customer satisfaction surveys.
  • Build and maintain strong relationships with sales
  • Participate in the lifecycle of a services subscription business by being in involved in scoping, renewal negotiations, including the upsell of services
  • Drive a high level of customer satisfaction, measured by ticket and quarterly Advanced Support surveys

Experience:

  • At least 2+ years of support management experience.
  • Demonstrated leadership skills.
  • Excellent organizational skills.
  • Highly desirable to have worked with Fortinet products.
  • At least 2+ experience with direct customer interaction, preferably in a supervisory role.
  • At least 2+ years experience in a technical support role in a networking/security company or equivalent education.
  • Understanding of TCP/IP, routing protocols, L2/L3 switches
  • Experience working in with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
  • Troubleshooting and problem solving skills
  • Working knowledge of Windows, UNIX or Linux
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable.
  • Strong English skills both written and verbal.

Professional Requirements

  • 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
  • Phenomenal 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
  • Steadfast and calm in explosive situations

Educational Requirement:

  • Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.