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Technical Support Director
hace 2 meses
About the Role
Necodex is seeking a highly skilled Technical Support Director to lead our technical support team. As a key member of our organization, you will be responsible for driving issue resolution, managing high-priority escalations, and developing strategies for improved issue-handling consistency and efficiency across multiple lines of business.
Key Responsibilities
- Lead the technical support team, including oversight of the ticketing system, process workflows, and escalation management.
- Establish and refine processes, techniques, tools, and methods used by the technical support team to provide exceptional support and services to internal and external customers.
- Manage key relationships with Customer Success, Implementation, Product, and Engineering to ensure objectives are aligned and delivered to business requirements.
- Ensure service levels are met and measure performance against them.
- Establish best practices throughout the entire technical support process.
- Manage a fast-paced queue of complex technical support and operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
- Own and drive projects to completion in agreement with relevant cross-functional stakeholders.
- Draft and deliver Root Cause Analysis reports to clients.
- Enhance the escalation process and act as the escalation point for all client complaints and escalations.
- Ensure that ticket data is accurate to drive reports.
- Gather and present measurable indicators of project success via detailed or summarized reports.
- Organize and drive different teams to complete tasks within project timelines.
- Understand and facilitate technical discussions with customers.
Requirements
- 3+ years of customer-facing experience managing to successful and proven outcomes in a SaaS startup environment.
- 2+ years of technical project management experience with a track record of thorough, effective, and timely status updates using tools such as Monday.
- 2+ years of experience in a Developer level role.
- Bachelor's degree in a technical discipline.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Knowledge of programming languages and techniques, such as Javascript, HTML, CSS, and others.
- Experienced with Enterprise support systems such as Zendesk, Hubspot, Salesforce, Monday, and other support platforms.
- Excellent organizational, communication, leadership, and customer relationship skills.
