Technical Support Manager, Escalations

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POST DATE 9/8/2016
END DATE 7/21/2017

Calix Richardson, TX

Richardson, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)



* Lead a team of technical Systems Engineers within a 24X7 contact center environment.

* Manage your team s short term and long term goals.

* Work with peers to develop organizational goals and processes.

* Ownership for driving progress and resolution of customer's critical issues.

* Engage and lead cross-functional and geographically disperse teams in the development and execution of action plans to address critical situations.

* Effectively communicate critical issue status to customer, partner, executive staff, sales teams, other invested parties.

* Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives.

* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the account.

* Establish a trusted advisor relationship with each assigned client and drive continued value of our products and services.

* Travel requirement is 10%-20% domestically and/or internationally.


* 4+ years prior experience in Technical Support Management while increasing customer satisfaction & retention.

* Strong working knowledge of communications networks.

* Experience with Salesforce or other platforms.

* Proficient in Office software.

* Travel requirement is 10%-20% domestically and/or internationally.

* Your decision-making style should be focused on details combined with analytics but drawn from cross-functional collaboration.

* Draw strength from being results-oriented but able to adapt to changing circumstances.

* If you re under stress, you re able to apply a methodical approach to find solutions through analysis of data to arrive at effective solutions.

* Impeccable written and verbal communication skills.

* Strong team player but a self-starter at heart with a driven personality.

* Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

* Eager to learn, adapt and perfect your work; you seek out help and put it to good use.



Calix is an Equal Opportunity/Affirmative Action Employer
Calix is committed to providing equal employment opportunity for all employees and applicants for employment. Calix does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other characteristic protected by law.