Tech Support Manager - Hong Kong - Causeway Bay

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:    

Reporting to the Regional Vice President, Regional Technical Support is responsible for the Regional support operations for Entrust Regional technical support centers. The role is responsible for management/guidance for global support initiatives, customer success programs, and resource assignment.

This position provides leadership and management for the Technical support management team, which is responsible for delivering operational excellence for HMA/SMA customers and partners. The individual will also help to coach and mentor regional support members to help achieve operational excellence.   This role may require travel.

Responsibilities: 

• Services and associated resources.

• Implement plans for key initiatives and investment areas to achieve defined goals and objectives.

• Responsible for key performance indicators; including customer satisfaction, operating efficiency, service quality, and employee engagement.

• Lead customer retention programs and engage in account-level product escalations.

• Work cross-functionally to drive visibility and collaborative improvements for each area of opportunity.

• Monitor and provide guidance on, and suggestions for, continuous process improvement.

• Work closely with support management staff to ensure quality services are provided to Entrust customers.

• Gather customer feedback, analyze and design specific practices that benefit the customer and the company.

• Act as customer advocate to ensure a consistent and valuable customer experience.

• Engage team members through consistent and shared accountability to deliver a high standard of customer satisfaction.

• Help to maintain, develop and improve processes for Support & Services with a key focus on operational excellence.

• Manage and promote regional training business and effectively utilize regional training resources to maximum business returns.

• Other Ad-hoc duties as required.

Qualifications: 

Knowledge

Strong conceptual knowledge and understanding of these technologies is required:

• Entrust Bureau solution, IIDI and IFI solutions.

• Delivering customer support in APAC region

• Familiar with Global Technical support processes and escalation processes.

Skills, Experience & Education:

• BA/BS Degree in a related discipline or equivalent experience

• 5 plus years’ experience in a fast-paced, enterprise level, mission critical technical support environment; or equivalent industry experience.

• Core competencies include leadership, customer relations, performance management, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.

• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.

• Experience with Issuance solutions.

• Proven cross-organization collaboration skills.

• Strong verbal and written communication, customer service, negotiation, and well-developed presentation skills

• A strong, passionate, optimistic, global team leader with a "can do" attitude.

• Related industry certification & experiences considered an asset.

• Familiarity with Entrust technologies considered an asset.

About Entrust

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

Recruiter:

Neha Rathore

Neha.Rathore@entrust.com