Duty Manager- TAC Support (APAC/EMEA Shift)

Customer Care Chandigarh, India


Description

Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud-first world. Its flagship services, Zscaler Internet Access, and Zscaler Private Access create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyber attacks and data loss. The Zscaler platform operates at a carrier-grade level– we process over 25 billion transactions a day in our cloud to protect our customers.  

 

The Duty Manager will work as a shared resource to manage a shift of level 1-3 support engineers and team leads to provide world-class post-sales technical support to our customers. Your primary responsibility during the weekends will be to manage the shift, queue, resources and escalations and during the weekdays, you will primarily be responsible to audit/scrub TAC Support Tickets and act as a shared resource for queue & escalation management.

You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks. This role with work closely with other support managers other locations.

Day to Day Duties

Queue/Shift Management:

  • Work as a single point of contact for all escalations during weekends and will have shared responsibility during weekdays
  • Manage resource availability in queue and take care of case assignments/follow-ups during weekends
  • Follow-up on all customer & field escalations efficiently till closure
  • Effectively communicate updates and escalation status to higher management in critical incidents

Escalations:

  • Collaborate with cross functional teams within organizations based on the escalations and help in timely resolution of reported escalations
  • Provide a weekly & monthly report on the escalation status to management team

Audits:

  • Will be responsible in conducting a detail technical case audit of TAC Support engineers
  •  Share daily/weekly/monthly reports with the respective managers

Others:

  • Become a Zscaler cloud services expert through self-study, company training, and a desire to excel and become an expert
  • Participate in sync-up calls with management
  • Leverage the team and resources for proper issue resolution
  • Ensure support process is closely followed and work with the team on corrections

Requirements

  • 2+ years of TAC Team Leader experience
  • Proven escalation management experience
  • People management experience including strong soft skills
  • Proven experience in case audits/feedback and ticket scrubs
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
  • Minimum 3 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products 
  • Working knowledge of networking and security products and enterprise network infrastructure.

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