Druva has raised over $350m in venture capital, is trusted by over 4,000 global organizations, and protects over 200 PB of data.
What You’ll Do
Responsibilities include but are not limited to the following:
Responsible for leading a team of Enterprise Tech Support Specialists in the Global Technical Support organization, who are engaged in providing assistance to strategic customers, premium customers, partners and managed service providers in technical issue identification and resolution.
You will work closely with the Druva Support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.
Delivery of superior-level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams. Good understanding of technical support KRA/KPI and ability to drive/meet them consistently.
Lead and take charge of escalations and drive them to resolution. Learn and tune the systems/processes based on feedback from escalations.
Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
Identifying skill gaps, mentoring and enabling team members to deliver superior support services.
Establishes staff schedules for queue coverage and individual or group training sessions.
Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in both technical skills and general customer service skills.
Has very good verbal and written communication skills to drive effective customer communication.
Demonstrate strong acumen to understand and work with support leadership to solve business challenges
Design, develop and implement processes to enhance support function
Drive critical customer issues to resolution leveraging cross-functional resources
Proven track record of delivering results through people, business and operations management.
Conduct structured meetings to create cohesive environment of support operations
Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
Who You Are
Requirements:
Must possess a Bachelor of Science in Computer Information Systems or equivalent experience. – At least 5 years of management experience in a technical support environment
Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations
Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
Understand the need and importance of having “customer at the core” of everything we do
Must have at relevant experience working as a Support/Technical Engineer
Desired Skills and Experience:
Skilled in leading and motivating talented support specialists.
Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
Must be motivated by challenges and be able to offer multiple solutions for a problem.
Consistent record of defining and developing innovative enhancements to Support process and methodology.
Able to develop individual and team objectives to contribute positively to organizational goals and direction.
Proven ability to work in a dynamic environment and use judgment in handling customer calls and providing technical assistance.
Good understanding of the following technologies:
SaaSApps- M365, G Suite (Google Workspace), SFDC
Windows/Linux/MAC operating systems
Active directory/API
AWS
Background of storage/backup/security would be an added advantage.
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