1+ months

TSE Manager - Duo Security

Cisco Systems Inc.
Sydney, NSW 2000

Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud.

Duos mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.

Our team is our secret weapon. We run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And thats why we are the most loved and trusted company in security.

Responsibilities

  • Manage and lead a team of Technical Support Engineers (TSEs) working with customers over chat, email, and phone.
  • Continually enhance the employee talent base through performance management, mentoring, training, and targeted hiring.
  • Establish effective operational mechanisms to develop your team and deliver high quality support such as:
  1. Weekly team meetings
  2. Scorecards and audits
  3. Performance metrics
  4. Workforce management practices
  • Work with Engineering, Product Management, and Customer Success Account Managers to align goals.
  • Contribute to the development and implementation of Support initiatives that cultivate ongoing, long-term customer loyalty.
  • Contribute to cross-functional projects and initiatives that drive business goals
  • Develop KPIs, and metrics to be displayed continuously on dashboards demonstrating consistent quality and performance.
  • Streamline systems and processes to balance rapid growth and team execution.
  • Review and implement technology solutions that will streamline your operations, monitor progress, and measure success.
  • Contribute to the success of our customer support offerings that includes an effective knowledge base, community forum, FAQs, and other self-help mechanisms.
  • Work with Product Management to remediate product issues driving top ticket volumes.
  • Coordinate staff schedules to maintain the established support team hours so that adequate call and support coverage is maintained at all times.
  • Conduct frequent 1:1s with TSEs managing performance and development.
  • Share knowledge across your team and the rest of Customer Success.
  • Build a team culture that continuously seek methods and processes that will improve the customer experience, rather than just firefighting customer issues.
  • Qualifications

    Tenacious, customer focused, confident and empathic leader.

    • Excellent judge of character
    • Confident, and have a great sense of humor
    • Views challenges as solvable problems or opportunities
    • Reliable, go-to person for the Support Team
    • Technically savvy and business-minded
    • Experience with and knowledgeable about SAAS product support
    • Bachelor degree or equivalent.
    • Preferred: previous technical support experience strongly desired to cultivate the ability to empathize with the team
    Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duos achievement as well. In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veterans status, religion, disability, sexual orientation and beliefs.

    And if this role is exciting you, we encourage you to apply even if you dont meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.

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    Posted: 2019-05-17 Expires: 2019-08-28

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    TSE Manager - Duo Security

    Cisco Systems Inc.
    Sydney, NSW 2000

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