Job Description
Working in conjunction with Solution Consultants (Core Engineers), Sales, and Product Development Group, the Customer Service Manager will provide direct and product specialized support between our Premium Support customers and Trend Micro.
As a Customer Service Manager, the CSM will resolve challenging, potentially high impact customer situations by managing technical support issues directly related to the use, support and implementation of Trend Micro products online, via telephone and possibly onsite.
Provide 24×7 on-call phone and email support on specific Trend Micro products and associated technologies
Able to travel and provide Emergency onsite support to customer’s location
Deliver professional services for deploying Trend Micro products at customer site
Requirements Education, Experiences & Skills Desired (but not limited to):
B.Sc degree or equivalent combination of education and technical support experience in Computer Systems and/or Computer Networks required
MCSE certification in Windows 2003 and above and OR Unix System Administration is a strong plus
5+ years CSM/Technical Support working experience in a challenging and pressurized environment
Familiarity with Trend Micro products a plus
Technical Requirements:
5+ years handling technical escalations and/or technical account/client/customer management working experience is a plus
More than 3 years of complex troubleshooting and management experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, SMTP, HTTP, FTTP, IIS, and firewalls. IDS/IPS, Data center, Storage, Systems Security, Network Security
More than 3 years knowledge in Microsoft and/or UNIX Operating Systems
Core Skills:
Solid multi-tasking and problem resolution abilities
Demonstrated expertise in handling technical escalations and/or Consulting, with an ability to interface with a broad and diverse set of clients
Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone is essential
Excellent verbal and written communication, customer service, and negotiation skills.
Strong ability to liaise with all levels of administration at the customer site starting from System Administrator to the CIO
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