Check with seller Service Manager
- Location: Taipei City, taiwan
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趨勢科技 - 全球雲端資安領航者 / 全亞洲最大軟體公司 / 企業版圖橫跨五大洲 / 趨勢全球研發基地在台灣
Job description
Introduction:
Candidate will act as the service manager in security enablement team. In his/her daily work, he/she will be the single point of contact between RD/Sustain team and all front-line support force around the world. The major focus of his/her job is to ensure the support readiness of global support force and support requests from external partners (e.g. GSI), that includes product/solution knowledge transfer, maintenance of support-related documents/collaterals, meetings/workshops facilitation, regular support readiness status/report, regular communication with all key stakeholders, etc.
To maintain the effectiveness of reported issue resolution and improve customer experience, candidate will also help to administrate the end-2-end support workflow from customer perspective.
Must-have:
Bachelor degree of computer science or engineering related majors
Work experience in cybersecurity industry at least 5+ years, in support / customer service related fields at least 3+ years.
Have a strong knowledge of post-sale processes and practices
Experienced in conducting support trainings, delivering support-related materials, collaborating with different stakeholders in support process. Deliverables with proven record is required.
Sufficient service management skills including developing responsive service framework, service plan, service level and quality requirement design, tracking service outcome including customer experience and providing regular service quality updates, etc.
Professional working proficiency in English
Team player and willing to take challenges in a start-up environment
Willing to travel oversea and fulfill enablement requirements from regional support forces
Plus/Nice-to-have:
Have good understanding of software/hardware product lifecycle
Experience of software/hardware product development or testing
連結智慧 守護世界 --- Connected Intelligence for Securing a Connected World
Trend Micro
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