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| Google: Technical Support Operations Manager, Enterprise (mountain view) |
| Antiques & Collectables : Old Tools |
| 03/15/06 |
Technical Support Operations Manager, Enterprise - Mountain View
Position based in Mountain View, CA.
The Google Enterprise team brings Google technology to the corporate marketplace. The team works with product managers and engineers to build key business applications and improve a product's vision, and provides comprehensive and responsive assistance to Google's enterprise customers worldwide.
The Google Enterprise team brings Google technology to the corporate marketplace. The Enterprise Support Operations team works with product managers and engineers to provide comprehensive and responsive assistance to Google's enterprise customers worldwide.
The Technical Support Operations Manager is tasked with continually evaluating and upgrading the quality and efficiency of our support offerings. In addition he/she will be responsible for the enterprise knowledge-base, self-service support, and team-based support processes. This role involves cross-functional collaboration to meet the business goals in a fast-paced environment. The candidate is expected to be self-motivated, proactive, and solution-oriented.
Responsibilities:
- Maintain and enhance technical support systems, such as CRM, knowledge base, and self-service site, to enhance the customer experience.
- Collaborate with sales, product management, and engineering to help develop top-quality products and deliver top-quality support.
- Identify, measure, and analyze key performance metrics for technical support.
- Ensure the team has appropriate resources, knowledge, and experience to effectively support the enterprise team and customer base.
- Develop programs to improve the quality of support and customer satisfaction levels.
- Provide technical support infrastructure management and purchasing activities.
- Be an advocate for customers.
Requirements:
- Minimum of 5 years of experience in the Enterprise Software space or technology.
- Excellent technical and communication skills.
- Strong computer skills and quantitative analytical abilities.
- BS in technology or business preferred. Master degree preferred.
- Understanding of operations and business processes.
- Familiarity with web based applications and technology, software development cycles, and hardware development strongly preferred.
- Understanding/experience with support tools phone support systems (such as case tracking tools, bug tracking tools, ACD, and PBX) is a big plus.
About Google:
Google's innovative search technologies connect millions of people around the world with information every day. Founded in 1998 by Stanford Ph.D. students Larry Page and Sergey Brin, Google today is a top web property in all major global markets. Google's targeted advertising program, which is the largest and fastest growing in the industry, provides businesses of all sizes with measurable results, while enhancing the overall web experience for users. Google is headquartered in Silicon Valley with offices throughout North America, Europe, and Asia. For more information, visit www.google.com.
For immediate consideration, please apply HERE.
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