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Director Technical Support buy in US, Free Classifieds Ads

Company Name:
Hirewell
job
Title: Director Technical Support
Location: US-IL-Chicago

Overview:

As the Director Technical Support, you'll manage the technical support operations, which is a critical point of contact with our customers post-sales. Your responsibilities will include developing strategy for the technical support practice, acquiring and allocating technology resources, managing personnel development, and actively participating in the technical support
services
. Your technical knowledge, problem-solving abilities, and experience building and leading successful tech support teams will help you thrive in this role.


Responsibilities:

? Develop, track, and report on key performance measurements including productivity and quality reports for technical support.
? Develop and implement processes and procedures to improve operational efficiency, customer satisfaction, and goal attainment.
? Coordinate cross-functional work areas targeted to resolve issues raised by customers.
? Manage staff to achieve standards of performance for an operation.
? Ensure timely and accurate handling of trouble
tickets
with designated SLAs.
? Prioritize projects for the technical support team on a scheduled and real-time basis, as needed.
? Maintain work schedules for the technical support management team, assuring proper coverage during business and off hours.
? Drive improvements in overall service levels, transactional efficiencies, and cost management.
? Ensure the technical support team maintains a high degree of ownership and accommodation when interfacing with clients and customers.
? Handle client escalations, as needed.
? Act as liaison with other teams and departments.


Qualifications:

? Bachelor's degree or equivalent in
computer
science or a related discipline
? 10+ years of technology-related experience
? Proven track record of building and leading successful tech support teams as large as 50 people
? Strong leadership, problem-solving, and decision-making skills
? Independent thinker with the ability to perform under pressure
? Experience driving solutions to extremely complex problems where the analysis of situations or data requires an evaluation of intangible factors
? Ability to work comfortably in ambiguous situations and optimize the team?s resources to attain business goals
? Experience interfacing with executive-level management, both internally and externally
? Strong verbal, presentation, and written communication skills for both technical and non-technical audiences


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