Business Technical Services Manager

Job posting title

Business Technical Services Manager

Job summary

JOB SUMMARY:
The Customer Success and Support Manager is an experienced, proactive team leader responsible for management of all business technical support personnel. In the Business role, all OSA II, TSA, BSA and MSA agents will report directly to this position.

Job description

This role is a key point of contact between ESET and customers, removing obstacles for customer success and protecting the value of ESET products and solutions. This role is required to understand the emerging needs of the customer and to strive for alignment of ESET solutions with customer goals in a proactive way with special attention on ESET business and enterprise solutions. This role monitors and enforces compliance of company and department policies and procedures for all Technical Support personnel. They will foster a positive and proactive relationship within agent teams and serve as the primary contact for agents during and after all new hire training. 
Additional responsibilities include monitoring day-to-day call center activities including responses, calls and agent states through collaboration with the Business Lead role. The manager should encourage agents to meet or exceed department and quality improvement goals. 

DUTIES and RESPONSIBILITIES:

• • Serve as a customer advocate within the organization in order to evolve ESET's products and services and ensure ESET customers and potential customers achieve their goals within the trial, purchase, and renewal phases of all ESET products and services
• • Proactively identify and report pain points and market requirements to improve ESET business and enterprise product features, benefits, and value proposition
• • Supervise the team to ensure employee, customer, and partner needs are met efficiently and with the highest quality of service
• • Monitor and evaluate day-to-day processes and activities including prioritization, work status, service goal reporting, and SLA monitoring.
• • Respond actively, sensitively, and appropriately to the needs of internal and external concerns.
• • Assist team members to define, isolate, analyze, and comprehend complex problems, and guide them to creatively and systematically employ all available resources.
• • Identifies knowledge gaps and arranges training for agent teams in collaboration with other departments.
• • Provide leadership and guidance to employees in order to achieve department goals as well as organizational goals.
• • Build brand awareness within both local and digital communities.
• • Maintain and consistently demonstrate knowledge of company guidelines, processes, practices, and procedures.
• • Effectively participate in conversations and answer questions related to ESET products and services within both internal and external communities including but not limited to email, forums, and social media outlets.
• • Respond to and report questions, concerns and requests on a 24x7 basis.
• • Support other departments as required (process clarification, customer escalations).
• • Collaborate with other departments to support and improve Technical Support initiatives.
• • Develop and implement new processes and procedures to strategically improve call center performance and customer experience.
• • Oversees escalations to the development team, ensuring trending issues are properly communicated.

GOALS and OBJECTIVES:

• • Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• • Compares observations and trends with Call Center Operations Management team to derive actionable outcomes to improve TS team performance
• • Strive to resolve customer issues with first contact resolution.
• • Work closely with other team members to make sure we provide extremely high levels of service to our customers.
• • Meet and exceed bi-annual goals set forth by Technical Support Management.

PERFORMANCE MEASURES:

• • Team must pass case and call quality goals.
• • Team must meet or exceed customer satisfaction goals from customer satisfaction surveys.
• • Team must meet stated MBO metric goals.
• • Team must maintain minimum volume goals if and when applicable (varies).
• • Team must be able to adhere to assigned schedule within acceptable discrepancy count thresholds.
• • Manager must create development plans for individual agents when above measures are not met.

KEY SUCCESS FACTORS:

• • Be diligently aware of intricate project details and to perform standard tasks while also managing change.
• • Be able to analytically evaluate technical as well as personnel oriented issues objectively and professionally.
• • Manage time effectively in to meet deadlines and re