TAC Manager - Malaysia

Fortinet

Kuala Lumpur
Permanent
Full-time

1 month ago

Job Description:Location: Malaysia (Kuala Lumpur)Role Overview:Fortinet is growing and we are expanding our APAC technical support team, we are looking for a passionate person to manage a team of ETAC engineers to deliver technical support excellence to a wide range of customers within the APAC region.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:

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
At least 2+ years of support management experience
Demonstrated leadership skills
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
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

Fortinet is an equal opportunity employer.We will only notify shortlisted candidates.Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the agency free of any related fees/charges.#LI-PC1

Fortinet

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