Manager, Technical Support Proofpoint
THIS JOB HAS EXPIRED Description
Proofpoint, Inc is seeking an experienced, self-motivated, flexible, team-oriented Manager, Technical Support, to play a significant role in the refinement of our support strategy and maintenance of a high level of customer satisfaction for our existing customers.
This position will oversee a team of Level 2 Technical Support Engineers, managing all procedures related to the identification, prioritization and resolution of escalated customer help requests, including monitoring, tracking and coordination of Support resources.
Manage Support Engineers that respond to situations where standard procedures have failed to isolate or fix problems in non?functioning systems or software.
Work with the team to ensure consistently positive customer experiences with the highest level of customer service, provided in a friendly, collaborative, and resourceful manner.
Drive customer escalations to resolution by leading and engaging with customers directly.
Work with interdepartmental teams to ensure that critical issues are documented and escalated in an expeditious manner for resolution.
Determine why customer issues needed to be escalated to enhance department learning opportunities.
Continually seek to identify opportunities for internal and customer related process improvement.
Plan and develop support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven.
Report weekly on customer/departmental top issues, hiring and on-going projects.
5 + years experience with managing world-class support teams and creating processes that lead to an efficient customer support organization.
Excellent verbal, written and interpersonal communication skills.
Proven ability to manage customer expectations.
Excellent customer satisfaction skills and a positive attitude.
Ability to self-direct, multi-task and prioritize job requirements.
Strong knowledge of customer relationship management software and metric reporting.
Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred.
Proofpoint, Inc. helps the largest and most successful companies in the world protect and govern their most sensitive data. Founded in 2002 by the former CTO of Netscape and headquartered in Sunnyvale, CA, Proofpoint was funded by top Silicon Valley investors, including Benchmark Capital and Mohr Davidow Ventures before going public earlier this year.
Please note that Proofpoint does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Proofpoint will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Proofpoint explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
||Sunnyvale, CA |
THIS JOB HAS EXPIRED