Technical Support Management Specialist

6 days ago


Manila, National Capital Region, Philippines Ciena Corporation Full time

Job Description

We are looking for an experienced Customer Care Manager APAC to lead our team 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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