XTN-A759263 | ZOOM TECHNICAL SUPPORT MANAGER

Job Description

• Ensure their direct reports are fully trained and able to perform their daily duties as assigned efficiently and effectively
• Perform team management tasks including conducting employee reviews, handling employee feedback, and dividing the workload amongst members of the Technical Support team
• Provide quality assurance for direct reports and their customer and engineering interactions to ensure the team is consistently Delivering Happiness to Zoom customers
• Evaluate employee leave requests for direct reports and work to maintain a functional schedule for the Technical Support team, as well as maintain weekend and holiday shift schedules for direct reports
• Interview potential Technical Support Engineer candidates and provide feedback to ensure future success within the team
• Mentor and guide all direct reports and other Technical Support Engineers as necessary to ensure there are clear guidelines and expectations for learning opportunities and career advancement
• Provide support to troubleshoot and resolve technical issues reported by external customers and other team members when cases are escalated
• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!