The Director of Technical Support is responsible for executing the Technical Support strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact on overall sales and revenue. The focus is to drive the business forward in creating stronger relationships, creating operational efficiency, and lastly creating a fun and motivational environment that attracts the best of the best.
Director of Technical Support Responsibilities
- Developing and achieving Technical Support objectives and goals to support the organizational vision.
- Managing and directing a team of Technical Support Consultants.
- Incorporate best call center practices to meet market and company needs
Ensuring targeted service and performance standards are achieved or exceeded.
- Executing tactical plans and initiatives that exceed customer expectations via phone, email and web— resulting in increased customer satisfaction that will be realized in lower attrition and higher productivity.
- Executing additional projects such as synergy initiatives with other internal departments, succession planning, hiring, and training practices and cross-functional corporate initiatives.
- Establishing and managing communication channels within and among departments—being the liaison to provide customer feedback to the Senior Management Team.
Director of Technical Support Requirements:
- Bachelor’s degree in business or related field of study.
- Three years of experience in a related field.
- Knowledge of SAP Business One is required.
- Extensive experience in a leadership or management role, preferably in the Internet sector Strong technical background.
- Previous experience with process improvement.
- Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels.
- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities.
- Ability to communicate with and understand the requirements of professional services staff and communicate these requirements to technical staff
Role: Director of Technical Support
Reports to: VP Professional Services
Department: Technical Support