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ETAC Manager

Fortinet

Location

Bangalore | India

Job description

Job Description

Key Responsibilities:

  • Manage and lead a team of product specialist engineers
  • Hiring, coaching and performance management of team members
  • Regular periodic reports to higher management
  • Monitoring of phone queue and working with the team to ensure phone availability
  • Service Level Agreement adherence of the team
  • Ticket assignments and handovers
  • Floor support, supervision and escalation management
  • Maintaining staff schedules and leave planning
  • Manage ticket phone call back schedules
  • Assist the team in customer satisfaction improvement via feedback follow up call-backs

Skills And Attributes Requirements

  • Must have excellent interpersonal and customer service skills
  • Strong English communication skills, oral & written
  • Should be flexible to work in nonstandard APAC or EMEA shifts
  • Should have basic understanding of MS excel for simple report

Educational And Experience Requirements

  • Should have at least 5 years of related experience with at least one year in a supervisory or lead role.
  • Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent

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