TAC Team Manager

Job description

**Job Title: TAC Team Manager** **Location: Bangalore** **Department: Technical Assistance Center (TAC)** **About the Rol** eThe TAC Team Manager will oversee a team of technical support specialists responsible for resolving customer issues with speed and accuracy. This role ensures operational excellence by driving technical troubleshooting standards, enhancing customer satisfaction, and fostering a high‑performing, collaborative support team .The ideal candidate combines strong technical depth with proven leadership, exceptional communication skills, and a customer‑first mindset **. Key Responsibiliti** **esTeam Leadership & Performan** - ceLead, mentor, and support a team of technical support specialists to ensure high‑quality service deliver - y.Conduct regular performance reviews, provide coaching, and drive team developmen - t.Foster a positive, inclusive, and collaborative team cultur **e.Customer Support & Issue Resoluti** - onProvide hands‑on technical support via phone, email, or cha - t.Analyze, diagnose, and resolve technical issues through detailed troubleshootin - g.Manage and prioritize personal and team ticket queue **s.Operational Excellence & Escalatio** - nsEnsure SLAs for response and resolution times are consistently me - t.Handle escalations and engage higher‑level support or engineering teams when neede - d.Monitor KPIs and support metrics to identify trends and improvement area **s. Cross‑Functional Collabora** - tionWork closely with product development, engineering, sales, and account management teams to resolve customer concerns holistica - lly.Relay customer insights and feedback to influence product improveme **nts.Documentation & Knowledge Sha** - ringCreate and maintain technical documentation, SOPs, and knowledge base artic - les.Develop and deliver training programs for new and existing team memb **ers.Process & Tool Improve** - mentRecommend and evaluate support tools, systems, and workflows for efficiency ga - ins.Lead initiatives to enhance team productivity and customer experie **nce.Continuous Learning & Industry Ins** - ightStay updated with product updates, industry trends, and competitive offeri - ngs.Contribute to meetings and discussions related to product, process, and performance improveme **nts. Require** - mentsBachelor’s degree in computer science, Information Technology, or equivalent work experi - ence.5+ years in technical customer support, including 2+ years in a leadership/supervisory - role.Strong understanding of troubleshooting methodologies and technical problem‑sol - ving.Proficiency with ticketing systems, CRM tools, and remote support platf - orms.Excellent verbal and written communication sk - ills.Experience managing escalations and complex technical is - sues.Strong organizational and multitasking abili - ties.Proven experience in creating and maintaining technical documenta - tion.Familiarity with KPIs and metrics in a support environ - ment.Ability to collaborate effectively across departm - ents.Customer‑service orientation with the ability to stay calm under pres - sure.Knowledge of networking fundamentals, operating systems, and software applicat - ions.Experience developing and delivering technical or process‑based training prog **rams. What We’re Looki** - ng ForStrong leadership and team‑building - skillsExcellent communication and interpersonal abi - litiesHighly analytical and detail‑oriented m - indsetCustomer‑first approach and problem‑solving at - titudeAdaptability in fast‑paced or demanding enviro - nmentsEmpathy and emotional intell - igenceStrategic thinker with a focus on continuous impro - vementAbility to manage conflicts and difficult convers - ationsStrong accountability, reliability, and time‑management - skillsResilience and composure under pr - essureHigh integrity and commitment to confident - ialityCreativity and willingness to in - novateSelf‑driven with a strong work ethic and sense of own - ershipAbility to inspire, motivate, and uplift team m embers Check Point Software Technologies is a global leader in cyber security solutions, dedicated to protecting corporate enterprises and governments worldwide. For over 30 years, our mission has been to secure the digital world for everyone, everywhere. From pioneering stateful firewalls to our AI-powered, clouddelivered security solutions, we are committed to safeguarding organizations with an industry-leading 99.9% preventio **n rate. Ou** r ValuesCheck Point is committed to making the world a safer and more secure place, and this commitment applies to our work both on the internet and the physical world alike. We promote a safe, healthy, supportive and diverse work environment, with training and development opportunities for all employees. We achieved gender parity in our C Suite, and we are committed to equal opportunities and equal rewards for all. If you find the above JD relevant, pls share me your updated resume to richas@check point.com