Trend Micro, the world leader in software and security solutions, aims to make the world more secure for the exchange of digital information. Over the past 25 years, his staff have been inspired to protect individuals, families, businesses and governments in their efforts to harness the potential of new technologies and new ways of sharing information.
We hire to fill the position below:
Position: Customer Service Manager / Technical Support after-sales service
Description of work
In collaboration with leading engineers, sales and product development departments, the Customer Service Manager will provide direct and specialized support between our premium support and Trend Micro customers.
As a customer service manager, CSM will solve complex and potentially difficult situations with customers, managing technical support issues directly related to the use, support and implementation of Trend Micro products on the Internet by phone and possibly on the spot.
Provide 24×7 phone and email support when selecting Trend Micro products and related technologies
The ability to travel and provide emergency assistance on site at the customer’s location
Provide professional services for the deployment of Trend Micro products on the client site
Education, experience and skills Desired (but not limited to):
B.Sc Diploma or equivalent combination of training and technical support experience in computer systems and / or computer networks
MCSE certification in Windows 2003 and higher and OR Unix System Administration is an asset
More than 5 years of experience CSM / Technical support in complex and pressurized environment
Knowledge of Trend Micro Plus products
More than 5 years of experience in managing technical escalation and / or technical management of accounts / customer / customer experience is a plus
More than three years of complex management and troubleshooting in a multiprotocol (TCP / IP) routed network environment, including LAN / WAN, Active Directory, network architecture, TCP / IP, SMTP, HTTP, FTTP, IIS and firewalls, IDS / IPS, processing center data, storage, system security, network security
More than 3 years of experience in Microsoft and / or UNIX operating systems
Strong multitasking and problem solving skills
Proven experience in managing technical escalations and / or consulting, with the ability to interact with a wide range of clients
The ability to effectively and effectively train and guide clients on the spot, on the Internet and on the phone is important.
Excellent oral and written communication, customer service and negotiation skills.
Strong ability to communicate with all levels of administration on the customer’s site, from the system administrator to the CIO
How to Apply
Interested and qualified candidates should:
Click here to apply