Director – Technical Support
| Company | Reputation |
|---|---|
| Location | San Ramon, CA, USA, Scottsdale, AZ, USA, Lehi, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- A minimum of 15+ years of technical support and service management experience with a minimum of 5+ years in people management
- Proven ability to cultivate cross-functional relationships and drive results through influence within complex organizational structures
- Demonstrated history of mentoring teams effectively, with a willingness to dive into details to support their success
- Experience in managing enterprise support in a large and complex environment with web-based services and technologies
- Proven capability of having successfully delivered on support metrics and managing a support team
- Customer-first mindset and a positive “get it done” attitude
- Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
- Strong technical, strategic, analytical, and problem-solving skills
- Excellent communication and presentation skills, both oral and written
- Experience using Salesforce and JIRA
- Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment
Responsibilities
- Knowledge and experience in managing and exceeding Support KPIs and technical support metrics including Customer Satisfaction, Issue Resolution, backlog reduction, increasing efficiency through process improvements, identifying ways to continually empower Tier1 associates, and other standard KPIs
- Exhibit a balanced leadership approach by actively engaging in daily operations while also keeping a strategic focus to advance long-term business objectives
- Collaborate across different regions and organizations to implement customer focused initiatives and eliminate customer pain points that negatively impact CSAT
- Own and drive resolution to customer escalations by working w/ cross-functional teams
- Drive case management practices that enable the Support organization to provide rich data to internal consumers and be the voice of our customer to drive improvements within our products and processes
- Evaluate current processes, technology and organizational skills and drive improvements to enhance the customer and employee experience
- Additional duties as assigned.
Preferred Qualifications
-
No preferred qualifications provided.