Team Manager

2 weeks ago

Hanoi, Hanoi, Vietnam Tek Experts Full time

Overview:

We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service.

As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from Tek Experts and our clients.


A career in tech. Work with the biggest and best names in technology.
We are looking for teammates?who?want to be part of the tech movement. People?who?want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast.

If you like being part of a global team,?are?passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.


Responsibilities:

The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success.

As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals.

Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.


This role will:

  • Manage your team to ensure exceptional customer service across technical service lines.
  • Support the personal development of your team through training and coaching.
  • Act as primary escalation point for team operational issues and customer delivery management.
  • Provide accurate and timely communication to all stakeholders in a customer support issue.
  • Attend regular operational and business review meetings.
  • Monitor KPIs to ensure proper business delivery.
  • Review processes and workflows to diagnose areas of improvement and propose improvement plans where gaps are found.
  • Share updates and reports with management.
  • Own, monitor, coordinate and manage all escalated cases.

Qualifications:

Sales Support & Customer Care is a good fit for you if:

  • You're customer-obsessed, take the initiative, and exceed expectations.
  • You have a passion for IT solutions & service.
  • You're proficient in both written and spoken English (being bilingual is preferred).
  • You have excellent communication and negotiation skills.
  • You're selfmotivated and accountable for meeting your obligations.
  • You're good at maintaining positive working relationships.
  • You have experience in multicultural environments.

In this role:

years in technical support, software support, IT operations, and/or infrastructure support are required, with - 2 years of experience managing teams.


  • Higherlevel education in a technical discipline or related certification is preferred.
  • Experience in supporting cloudbased technologies is preferred.
  • Excellent knowledge of technologybased environments and solutions is required.
  • Certification in MS Azure, MCSE, CCNP, Linux, or one of the core team technologies is preferred.

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