TAC Manager

Job Summary

Company Name

CSS Corp Private Limited

Locations

Chennai

Nationality

India

Experience

10 – 12 years

Keywords / Skills

IP, networking, Routing

Function

• IT
• Customer Service/ Call Centre/ BPO

Role

• Technical Support Engineer
• Technical Support Representative (Non- voice)
• Technical Support Executive ( voice)

Industry

IT/ Computers – Software

Posted On

20th Jun 2015

Job Ref code

tac-manager

Job Description

Position: TAC Manager

Location: Chennai

Experience: 10-12 years

Qualification: Any Graduates

Job Code: TAC-MA01

Job Description:

Manage Level 1/2 Product support operations to support Routing, Switching, Security and solutions.

• Strong customer focus and passion to develop and lead technical support team


• Drive customer satisfaction, engage with customer to address any dissatisfaction and drive correction actions


• Drive and co-ordinate among technical resources for faster restoration of services and Root cause analysis during critical outages


• Manage and Escalate critical customer cases faster to the right level of support


• Facilitate and own communication among customers, escalation, service managers about the progress and action plan


• Closely monitor the progress of critical cases and activities to ensure successful completion


• Continuous analysis and improvement of the existing support processes to improve resolution time and customer satisfaction


• Build team of customer focused engineers with strong technical capabilities


• Mentor and coach the technical support engineers and unlock their potential talents


• Accountable to Guide the team members on and customer processes and build compliance


• Resource management and capability planning


• Driving support operations to provide consistent experience to Customers


• Driving operational support metrics of product support team


• Participate in cross functional projects and initiatives and help improve support processes and tools


• Analyze and understand key drivers of success (and failures) and take initiatives to drive the results

Skills Required:

• Passion for World Class Customer Experience


• Excellent Communication and Interpersonal skills


• People Leadership


• Customer Engagement


• Managing for Results


• Continuous Process Improvement


• Project Management


• Promote Teamwork & Collaboration


• Relationship Building


• Technical Proficiency


• Strong knowledge of troubleshooting IP networking technologies and protocols

Key Skill(s)

IP

networking

Routing

About Company

companies to help realize their strategic business outcomes and be future-ready. Our expertise and in-depth understanding of the enterprise & consumer product space, along with proven pedigree in Infrastructure Management, help customers increase revenues, optimize costs, enhance IT availability and business efficiency, to more than 100+ customers worldwide. Our R&D arm, CSS Corp Innovation Labs designs and develops products and IP, creates platforms and solutions to accelerate IT transformation and enable faster go to market for customers.

Our three lines of business include Tech support, infra support & carrier and network support. Technology support is in our DNA With over 5,500 technology professionals across 13 locations globally, we have a rich heritage of 14+ years in managing large and complex support ecosystems. From home devices, whether its enterprise or consumer, datacenters, applications and desktops to services, we have built our reputation on delivering stellar customer experiences. Because we chart the right support strategy, deploy the right processes and technology to enable it, and then execute impeccably — every day and every interaction.

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TAC Manager