Technical Support Manager

WHO IS ESET:

We are a global digital security company, protecting millions of customers and thousands of companies worldwide. We believe in a positive digital future. This is reflected in how we do business and our commitment to managing our company in socially responsible and environmentally sustainable ways.

WHAT YOU’LL DO:

• Supervise the team to ensure employee, customer, and partner needs are met efficiently and with the highest quality of service.
• Monitor and evaluate day-to-day processes and activities including prioritization, work status, service goal reporting, and SLA monitoring.
• Respond actively, sensitively, and appropriately to the needs of internal and external concerns.
• Assist team members to define, isolate, analyze, and comprehend complex problems, and guide them to creatively and systematically employ all available resources.
• Identify and arrange training for agent teams in collaboration with other departments.
• Provide leadership and guidance to employees in order to achieve department goals as well as organizational goals.
• Serve as a customer advocate within the organization in order to evolve ESET's products and services and ensure ESET customers and potential customers achieve their goals within the trial, purchase, and renewal phases of all ESET products and services.
• Proactively identify and report pain points and market requirements to improve ESET business and enterprise product features, benefits, and value propositions.
• Build brand awareness within both local and digital communities.
• Maintain and consistently demonstrate knowledge of company guidelines, processes, practices, and procedures.
• Effectively participate in conversations and answer questions related to ESET products and services within both internal and external communities including but not limited to email, forums, and social media outlets.
• Respond to and report questions, concerns and requests on a 24x7 basis
• Support other departments as required (process clarification, customer escalations).
• Collaborate with other departments to support and improve Technical Support initiatives.
• Develop and implement new processes and procedures to strategically improve call center performance and customer experience.
• Oversee escalations to the development team, ensuring trending issues are properly communicated.

WHAT YOU’LL DO:

• BA or BS in Business or Technology related field highly desired.
• Minimum (2) years management experience
• 3-5 Experience in leading a team of IT professionals to ensure optimal performance of IT systems and client satisfaction.
• Ability to lead and motivate the team to continue positive performance as well as motivate and implement performance improvement plans for employees not meeting stated goals.
• Knowledge in Recruiting, hiring, and training new technical staff, ensuring a team equipped with the necessary skills and knowledge.
• Comp TIA A+ Certification required, additional certifications highly desired

WHAT WE OFFER:

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Health insurance
• Monthly WFH Stipend
• Life insurance
• Paid time off
• Volunteer Time off opportunities
• Tuition reimbursement
• Vision insurance
• Remote and Hybrid Working environments