Senior Customer Support Manager

TrendMicro
IE - cork
October 5, 2024

Senior Customer Support Manager

Discover Trend

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information.
Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints.
With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world.

Discover You
At Trend, we are always looking for top talent.
You will work with the best and have direct access to any level, with the freedom to make an impact and influence.
With Trend Micro, you drive your own development and are recognized for your passion to succeed.

Description:

With a passion for exceeding customer expectations, the primary function of the Customer Support Manager will be to ensure the provision of top-class technical support to Trend Micro's customers.
Our Premium Support team is extremely customer-focused, striving to build loyal relationships with our key customers that promote trust in Trend Micro solutions and CyberSecurity technology.

We are looking for a seasoned Technical Support professional who can combine leading people with a keen eye for delivering operations while working with us to raise the bar in Support process and developments in leveraging AI and automation for support delivery.
In this role, you will lead a team of Support Engineers and be a strong connection between the Technical Support team and our Premium Service Manager teams across Europe.
This role reports to the Director for Technical Support in Europe.

You Have:

Minimum of 5-6 years proven experience in people management.
Minimum of 5-6 years proven experience in a Technical Support background.
Proven ability to mentor colleagues within a technical customer support environment.
Experience in working in a cross-cultural environment.
Excellent interpersonal and communication skills, both written and verbal.
Effective communicator with a positive and confident attitude.
A strong collaborative spirit.
A flexible approach and openness to change and transformation.
Business awareness and familiarity with partner business and support models.

Roles and Responsibilities:

Executing organizational plans in conformance with the company's policies and the objectives of the senior leadership.
Understanding and translating company strategy to your team.
Support and coach team members to reach their full potential.
Participate in projects and initiatives related to Technical Support process and technology advancements.
Defining and monitoring key performance indicators.
Makes recommendations related to performance, salary review, and promotions.
Career planning.
Dedicated to meeting the expectations and requirements of internal and external customers.
Gets first-hand customer information and uses it for improvements in products and services.
Always acts with customer in mind.
Establishes and maintains effective relationships with customers and gains their trust and respect.
Presents truth proactively in an appropriate and helpful manner.
Keeps confidences, admits mistakes, and doesn't misrepresent themselves for personal gain.
Clear communicator.

#LI-CM1

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world.
Our diversity and multicultural workforce are key contributing factors to our success across the globe.
We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status.
We do not allow discrimination or harassment of any kind.

Connect With Us

Don't see the dream job you are looking for? Drop off your contact information and resume.
We will reach out to you if we find the perfect fit!

About Us

For over 30 years, Trend Micro's unwavering vision has been to make the world safe for exchanging digital information.
Security is our entire focus, and it shows.
This single-minded passion has inspired our innovations that keep up with the bad guys despite a changing IT landscape, riskier user behavior, and constantly evolving threats.

We embrace change, empower people, and encourage innovation in a connected world.
Our diversity and multicultural workforce are key contributing factors to our success across the globe.
At Trend Micro, we're always looking for top talent and you will work with the best.
With us, you have the opportunity to thrive in an industry that is dominating the news worldwide.

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Read the full job description and apply online on the recuiter's web-site

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