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Zoom 120: Technical Support Manager

Location: Taguig , NCR

Date Posted: 2021-01-14

Hiring Organization: KMC Solutions | XTN-E754906

Career Category: Network /System / Database Administration

Functional Overview

Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom! We are looking for a full-time Technical Support Manager in our Manilla office. The ideal Technical Support Manager is an experienced manager with a demonstrated ability to build teams in a growing company, is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Manager is expected to be highly proficient in all areas related to our Zoom products and will be primarily assisting our Enterprise customers.

Duties and Responsibilities

  • 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

Minimum Competencies

  • 3+ years of managing Technical Support or Customer Service preferred
  • Minimum of 6 years total technical support experience
  • Experience building teams in a growing company is preferred
  • Ability to handle high volume of tickets, phone calls, and chats
  • Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience
  • Excellent communication (both oral, written, and interpersonal) and customer service skills are a must
  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members

(For KMC Employees Only)