Technical Support Manager

Westcon-Comstor; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in the IT distribution sector is seeking a Technical Support Team Lead to manage and inspire a team of support representatives. The role involves developing strategies for high-quality service, monitoring performance metrics, and ensuring customer satisfaction. The ideal candidate will possess strong leadership skills, experience in technical support operations, and a commitment to continuous learning.

Qualifications

• Proven experience in managing technical support operations.
• Strong leadership skills to motivate and inspire a team.

Responsibilities

• Lead and manage a team of technical support representatives.
• Monitor support metrics to enhance team performance.
• Serve as an escalation point for complex issues.

Skills

Leadership

Customer Service

Communication

Organizational Skills

Tools

Support Tools

Job description

About the Role Lead and manage tech support team, drive performance, handle escalations, improve processes, and ensure high-quality service and team development.

Your Key Responsibilities

Your Key Responsibilities • Lead and manage a team of technical support representatives, including hiring, training, coaching, and performance management.
• Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
• Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Serve as an escalation point for both internal and external customers, manage the escalations, collaborate with cross-functional teams and vendors to ensure effective communication and timely resolution of the escalations.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
• Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Prepare and present reports on team performance, key metrics, and customer feedback to management and vendors.
• Performs other duties as assigned.

Qualifications / Requirements

Qualifications / Requirements • Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
• Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
• Experience in managing escalations for complex issues, large enterprises, and high-profile customers.
• Exceptional communication and interpersonal skills to effectively interact with customers, vendors, team members, and cross-functional teams.
• Strong customer service orientation with dedication to delivering an outstanding support experience.
• Proficiency in using support tools and systems to manage and track customer issues.
• Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency, willingness to work extended hours, during public holiday, and weekend as needed.
• Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• Familiarity with cybersecurity technologies and networking is an added advantage.
• Continuous learning mindset to stay updated with the latest industry trends and technologies.

About Us

About Us Westcon Solutions is a member of Westcon Inc., Group, a global value added distributor of category-leading unified communications, infrastructure and security solutions with a global network of specialty resellers. Westcon Solutions is a regional distributor focusing on the distribution of security and value added IT products. Working closely with leading vendors, Westcon Solutions provides sales and technical support in the security, optimization and monitoring space to partners and customers around the region.We are currently an Authorized Training Centre for Check Point and looking to expand into more vendor certified courses.