Manager, Technical Support Job in San Diego 92121, California US
Job Summary:
Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection™ for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.
Job Summary
The Manager, Technical Support is responsible for designing, developing, implementing and improving customer service to external customers, resellers, and customers throughout the organization. They design and employ service metrics to create the highest sustainable level of customer satisfaction and operation of Websense products and services.
Essential Functions
- Works to ensure that customer satisfaction is always our highest priority.
- Develops and communicates the expectation and acceptable levels of service required by our customers. Ensures all support requests are managed, assigned and completed to agree upon expectations.
- Works with other departments to establish consistency in both service and culture, develops policies and procedures for enhancing and fixing products, and manages personnel issues.
- Makes recommendations concerning the needs of the department to meet expected growth and long term strategic plans, and create a positive workplace with opportunities for the team.
- Strong personal drive for quality; ability to train and mentor others in their career.
- Runs and monitors trend reports to detect problems related to the Websense products.
- Manages the coordination of the activities of one of the Americas technical support teams with responsibility for results, including customer retention, costs, methods and staffing.
- Ensures customer cases requiring the aid of the CSRT teams are prioritized based on customer urgency and accurately reflect the customers' needs. Ultimately responsible for acting on the customers’ behalf to ensure quick resolution time.
- Acts as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other Websense functions such as Sales and manage customer escalations for cases in the Americas team. Responsible for defining, communicating and managing the resolution plan. Responsible for ensuring proper resources are added to the escalation as required.
- Performs other duties and projects as assigned.
Education and Experience
- Bachelor’s degree in Computer Science or Information Systems or equivalent experience.
- 3-5 years management experience, extensive experience managing teams in a technical support/customer service environment.
- At least 6 years in technical product support or information systems environment supporting business-to-business customers.
- Requires 3+ years experience with at least 2 of the following: Network (LAN or WAN), Firewalls, Computer Support Operations, Service Level Agreements, 24/7 support, Product Development, Unix, or NT/2000.
- Excellent verbal and written communications with outstanding analytical and problem solving skills are essential to represent this position.
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Websense offers a comprehensive compensation and benefits package which includes Medical / Dental / Vision Insurance Plan options, Flexible Spending Accounts, 401K Retirement Plan with Employer Match, Employee Stock Purchase Plan, Vacation, Sick and Holiday Paid Time Off, Tuition Reimbursement, a Commuter Program expense program, Gym Discounts and more. EOE.