Job Description

Role: Technical Support ManagerLocation: Pune, IndiaPerforce Software powers innovation at an unrivaled scale. Our solutions drive quality, security, compliance, collaboration, and speed across the technology lifecycle. We bring deep domain and vertical expertise to every customer, so nothing stands in the way of success.Our global footprint spans more than 80 countries and includes over 75% of the Fortune 100. Perforce delivers solutions for even the toughest DevOps challenges and is trusted by the world\'s top brands and notable market leaders, such as Adobe, Apple, Bank of America, Electronic Arts, Intuit, Marriott, NASA, Nvidia, Pixar, Qualcomm, Salesforce.com, Samsung, and SAP.Position Summary:Ashish Arun Wanjarkhedkar, Senior Manager of Technial Support for the Technical Support team at Perforce is searching for a Technical Support Manager to join the team. We are looking for an individual who has led and motivated a team of Support Engineers. We are looking for a Technical Support Manager who can lead an India based team handling complex enterprise customer issues.Responsibilities:

• Manage a team of Technical Support Engineers who \xef\xac\x81eld all incoming support cases from Perforce\'s customers across a number of products
• Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations
• Manage, measure, and report on key service level metrics including response times, closure times and customer satisfaction
• Work with other managers in offices across APAC, EMEA and North America
• Build and maintain relationships with other teams in the organization ensuring the highest level of customer service and achieving productivity goals
• Develop action plans to address areas of concern identi\xef\xac\x81ed in customer satisfaction surveys
• Leverage Perforce\'s customer support best practices and process frameworks to drive continual process improvement
• Maintain frequent communication with peers and other internal teams to maintain awareness of issues or changing processes/standards, including case escalations
• Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer

Requirements:

• Bachelor\'s degree or equivalent practical experience in Computer Science or
• Engineering Experience with Incident Management methodologies, systems and tools
• 3+ years supervisory or leadership experience of a customer-facing Technical Support team
• Experience with a commercial customer incident tracking system such as Salesforce
• Experience using a software defect tracking system such as JIRA
• Experience managing onsite and remote employees
• Relentless dedication to customer service in both words and actions
• Ability to lead/manage large conference calls
• Ability to read, write, and speak \xef\xac\x82uent English
• The role is based in the Perforce office in Pune
• Standard working hours will be 9:00 am to 5:30pm Monday - Friday, with \xef\xac\x82exibility to accommodate communication with remote offices, employees and customers as required

If you are passionate about the technology that impacts our day-to-day lives and want to work with people as talented and dedicated as yourself, apply today!Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software\'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

Perforce