Job Properties
  • Job Type
    Full-time Position
  • Background
    IT
  • Languages
    English
  • Experience Required
    3 - 5 Years
  • Degree Required
    Bachelor
    • Province
      Amsterdam
    • Date Posted
      November 21,2020
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    Senior Manager - Technical Support EMEA

    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 Senior Technical Support Manager in our EMEA hub in Amsterdam. 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 the ability to lead high volume teams .

    Responsibilities:

    • Work with senior leadership on processes and strategy for the EMEA Technical Support Team

    • Ensure 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

    • 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

    Requirements:

    • At least 5-7 + years of managing growing Technical Support or Customer Service in a technology company in EMEA and/or globally

    • Experience building teams in a fast- growing company is preferred

    • 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

    • excellent command of English, any additional European languages are a plus

    • must be authorized to work for any employer in the Netherlands

     
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