Customer Service Manager

Job Description

Job Description - For NetScaler, XenApp, XenDesktop, XenServer - Plan and visualize your XenDesktop architecture

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What were looking for:

Responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organizations service standards. Receives andor places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technicalservice areas. Maintain detailed and current knowledge of the companys products and services. Analyse customer service needs for communication to service and technical departments. Requires ability to navigate a computerized data entry system or other relevant applications.

Company and Business Overview Citrix is a leading provider of virtual computing, networking and cloud services that power mobile work-styles by helping people work and play from anywhere and on any device. Citrix solutions pave the way for the business to thrive in the cloud era - embracing mobile users, personal devices, wireless access, app stores, SaaS, and cloud infrastructure.

Citrix Networking team is responsible for networking elements of the Citrix strategy. This includes NetScaler Application Delivery Controller (ADC), NetScaler SD-WAN products.

Platform team is part of the fast-growing Citrix Networking team. The team is responsible for delivering Platforms for all products within Citrix Networking product line including the following:

• The spectrum of platforms for Citrix Networking solutions
• Physical bare metal (on Citrix hardware),
• Physical hypervised (on Citrix hardware),
• Virtual platforms (XEN, ESX, Hyper-V, KVM, ),
• Cloud platforms (AWS, Azure, Openstack, Cloudstack, .)
• The complete life cycle of the platforms from architecting, to designing, to supporting them in the field and finally to seamless transitions to next-generation platforms
• Roles & Responsibilities :
• Supervises individual contributors
• Sets goals for team members aligning to operational goals
• Understands basic management skills
• Plans and establishes goals and objectives for a team, with direct impact on the immediate-or short-term operational results of the department.
• Typically does not have budget accountability, but may manage day-to-day elements of the budget (e.g., overtime for staff)
• Responsible for making improvements of processes, systems or products to enhance performance of the job area.
• Problems and issues faced are difficult, and may require understanding of broader set of issues. Problems typically involve consideration of multiple issues, job areas or specialties.
• Problems are typically solved through drawing from prior experience and analysis of issues
• Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.
• Explains policies, practices and procedures of the job area to others within the organization.
• May work to justify and gain cooperation of other parties on practices, policies and procedures
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Education & Qualifications
• Typically requires advanced knowledge of job area typically obtained through advanced education combined with experience.
• Typically requires a University Degree or equivalent experience and minimum 3-5 years prior relevant experience
• Supervises a team consisting of professionals, typically at the entry or experienced level.
• Leads, directs and reviews the work of team members in order to accomplish operational plans and results.
• Provides primary input to hiring, termination, promotion, performance and rewards decisions for direct reports.
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Keyskills :
customer servicesales bankingcompliance accountscustomer service operations data entrylife cycle