Manager, Cloud Support
OpenText Corp
Makati City, PH
2d ago

The Opportunity

The Manager for Technical Support will be responsible for the operational support and people management.

You Are Great At :

  • Makes day-to-day decisions that impact the team to ensure adequate support / service is delivered to its customers
  • Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate
  • Manage customer relationships with Customers and attend scheduled customer meetings.
  • Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting
  • Ensures effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards and drives continuous service improvement based upon quality metrics and customer feedback
  • Provides oversight and / or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others
  • What It Takes :

  • Experience in leading teams and proven ability in developing front line managers in a global support environment.
  • Strong focus on customer satisfaction, process development and improvement.
  • Strong Technical background and IT experience
  • Knowledge and hands on experience in all facets of operations delivering call and email support.
  • Strong focus on customer satisfaction, process development and improvement.
  • Willing to work in a shifiting and rotating schedule including night shifts, weekends and holidays.
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