APAC Customer Support Leadership Role

3 days ago


Manila, National Capital Region, Philippines Ciena Corporation Full time

Leadership Role

We are seeking a seasoned leadership professional to fill the role of Customer Support Leadership. This position will lead a team of engineers in providing exceptional customer service and technical support to our global customers.

Key Responsibilities:

  • Lead a team of engineers in providing Level 1 Customer Support and answering incoming calls/Portal requests.
  • Establish and monitor team performance expectations through regular feedback and coaching.
  • Assist engineers in developing their skills and progressing towards future career objectives.
  • Perform people management-related obligations and duties, including disciplinary actions, performance management, hiring, and termination.
  • Represent the department effectively and professionally both internally and externally.
  • Escalate hot issues from a customer management perspective and provide managerial support and guidance as required.
  • Ensure the team is equipped to manage workload through staffing, process efficiencies, and on-call schedule adjustments as necessary.
  • Manage and coordinate on-call rotations to support 7x24x365 coverage.

Requirements:

  • Bachelor's degree with experience in a support role and direct customer support responsibilities.
  • Proven history in people leadership, specifically engineers providing technical support in a global environment.
  • Good understanding of telecommunications systems and/or Ciena specific products.
  • Demonstrated proficiency with Microsoft Office Suite and Visio.


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