Trend Micro Escalation Manager in Cork, Ireland

Discover Trend: Since 1988, Trend Micro has been an internet security pioneer tackling an expanding malware landscape. When you join Trend, you join a unique global family with more than 25 years of history, marked by an entrepreneurial spirit and vision that has assured our products are always on the cutting edge in a very competitive field. Here in Cork, the company established its EMEA Operations Centre in 2003 and employs approximately 250 people across the following functions: Centralised Sales, Technical Support, Customer Operations, Information Services, Financial Services, Human Resources and Corporate Social Responsibility.

Discover You: At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. We’re not just all about the money. You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next career opportunity…in the exciting, affordable, technology hub that is Cork City right now.

Critical Account Specialist

Contract type: Permanent, full-time, 37.5 hours per week

Contract duration: n/a

Reporting to: Manager – Technical Support Europe

Salary: Competitive, with generous suite of associated benefits

Location: Office-based; some flexibility for working from home

Travel: Occasional

The core of Trend Micro’s EMEA Technical Support message is to deliver the best possible customer experience. As part of the highly reactive and dynamic Critical Accounts Team you will be responsible for managing and reporting on escalations and hot issues for customers and partners whenever they are dissatisfied with progress or resolution on their technical support cases. With a focus on minimising business impact to the customer, you will be managing and negotiating difficult situations across multiple teams using your collaboration and communication skills to be the bridge between the customer and Trend Micro’s sales, support and engineering teams.

  • Take full ownership and manage customer complaints from beginning to end, gaining insight from the customer’s case history and understanding the business impact

  • Represent the customer during internal discussions and maximise the customer-centric policy which is a core tenet of Trend Micro’s Technical Support vision

  • Maintain cohesive and continuous communications with all parties involved in an escalation, both internal and external, and work out a satisfactory action plan & timetable

  • Collaborate closely with Technical Support to ensure correct prioritization, frequent high-quality technical updates, and effective solutions delivered within expected timeframes

  • Monitor trending issues in the field, managing field communications and Hot Issue Alerts

  • Quality assessing the work of Customer Service Engineers on a monthly basis (based on QA report), identifying gaps in technical troubleshooting, case handling and customer focus

  • Prepare, deliver and document feedback sessions for the engineers and managers

  • Identifying failures in internal processes, working with management to improve through documenting and maintaining technical support processes and best practices

  • Driven to constantly improve the Customer Experience with an ability to empathize

  • Flexible with an ability to think analytically and react quickly to hot issues

  • Willing to take ownership and be responsible for difficult scenarios, turning dissatisfied customers around

  • An excellent communicator with a strong ability to negotiate, mediate and chair discussions

  • A meticulous record keeper with focus on tracking progress during the life of an escalation

  • Creative, highly motivated, organized and able to manage your time effectively

  • Minimum of 4 years’ experience in Technical Support or Escalations Management role with an understanding of the dynamics of a technical support environment and Metrics/KPIs

  • Technical background with basic knowledge in networking, operating systems, network security and malware; industry certifications an advantage

  • Great situational awareness and organisation skills, ability to prioritize

  • Strong verbal/written communication and presentation skills

  • A tenacious approach to problem solving

  • Proven track record in technical quality assessment

Trend Micro are an Equal Opportunities Employer

ID: 2017-20222

Country: Ireland

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