Technical Support Director

hace 2 semanas

Hermosillo, Sonora, México Necodex A tiempo completo
About the Role

Necodex is seeking a highly skilled Technical Support Manager 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.

Key Responsibilities
  1. Team Leadership: Lead the technical support team, including oversight of the ticketing system, process workflows, and escalation management.
  2. Process Development: Establish and refine the processes, techniques, tools, and methods used by the technical support team to provide exceptional support and services to internal and external customers.
  3. Team Management: Manage, build, and develop a customer-focused team comprised of technical support analysts of varying levels of skills and responsibilities.
  4. Relationship Management: Manage key relationships with Customer Success, Implementation, Product, and Engineering to ensure objectives are aligned and delivered to business requirements.
  5. Performance Management: Ensure service levels are met and measure performance against them.
  6. Best Practices: Establish best practices throughout the entire technical support process.
  7. Project Management: Manage a fast-paced queue of complex technical support and operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  8. Root Cause Analysis: Draft and deliver Root Cause Analysis reports to clients.
  9. Escalation Management: Enhance the escalation process and act as the escalation point for all client complaints and escalations.
  10. Reporting: Ensure that ticket data is accurate to drive reports.
  11. Communication: Gather and present measurable indicators of project success via detailed or summarized reports.
  12. Team Collaboration: Organize and drive different teams to complete tasks within project timelines.
  13. Technical Expertise: Understand and facilitate technical discussions with customers.
Requirements
  1. Customer-Facing Experience: 3+ years of customer-facing experience managing to successful and proven outcomes in a SaaS startup environment.
  2. Technical Project Management: 2+ years of technical project management experience with a track record of thorough, effective, and timely status updates using tools such as Monday.
  3. Developer Experience: 2+ years of experience in a Developer level role.
  4. Education: Bachelor's degree in a technical discipline.
  5. Communication Skills: Excellent organizational, communication, leadership, and customer relationship skills.
  6. Technical Skills: Knowledge of programming languages and techniques, such as Javascript, HTML, CSS, and others.
  7. Support Systems: Experienced with Enterprise support systems such as Zendesk, Hubspot, Salesforce, Monday, and other support platforms.
  8. Leadership Skills: Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, and/or occasionally, unprecedented.
  9. Communication and Presentation: Excellent communication and presentation skills, both written and verbal.
  10. Self-Motivation: Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric.
  11. Education: BA/BS degree or equivalent work experience.
Preferred Qualifications
  1. SaaS Experience: 2+ years of SaaS experience.
  2. SQL Knowledge: Working knowledge of SQL.
  3. Accounting Knowledge: Familiarity with Accounting (corporate and SMB).

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