To build and maintain relationships and communicate effectively with internal, external customers and post-sales support teams in a particular region, and / or third party vendors.
Effectively manage resources to provide optimum support for customers at all times and to ensure that Service Level Agreements are met or exceeded.
Represent Global Technical Services in meetings with customers, both internal and external.
Liaise with other Symantec Departments (Sales, Consulting, Engineering etc.) to understand the current priority customers, so that their support work is managed in a pro-
active and effective manner.
Tracking (monitoring) regional priority accounts in our support database.
Provide weekly reports on current status of escalated cases.
Working directly with customers at all levels on escalated issues to manage the customer expectation and drive through issues to resolution.
Provide a local centralized point of contact for information where required, for both Symantec and the customer.
Working directly with the Global Technical Services Managers to guarantee that all of our regional customers are satisfied, by ensuring that resources are available for all priority issues.
Being the point of contact for all issues surrounding support cases in that region.
Coordination of conference calls between the customer and customer support groups.
Travel to the customer site to assist in resolving the specific issue(s).
To assist in the management and development of the local support team.
To support the growth of the business through the recruitment of new staff.
To manage change in what is a constantly evolving environment.
Must be a highly effective communicator, with the ability to manage and implement necessary change, quickly and effectively, in a highly dynamic environment.
Must have the ability to work under extreme pressure and adapt communication style to the audience, whilst not being phased by any eventuality.
Must have two years of support experience in some capacity.
The ability to demonstrate a clear understanding of the requirements of all Symantec customers.
The skill to motivate staff in a highly demanding environment.
Effective communication and negotiation skills.
Previous experience of dealing with customers at a broad level.
Experience in challenging and improving on current processes and practices.
A proven capability to be flexible.
Ability to analyze information and utilize the results, within short timeframes.
Experienced problem solver, with a proven track record of being a responsive solution enabler.
Self motivated with the ability to work unsupervised.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.