• Director, Technical Support

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-12075
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Regular
    Business Group
    SolarWinds
  • Overview

     Overview

     

    The Director of Technical Support will be responsible for the management of multiple Support teams.  Candidate will be responsible for recruiting, managing, mentoring and developing a highly effective support group.  As part of our customer focused Support team, the Director will be interfacing directly with customers and will be responsible for providing a high level of customer satisfaction throughout their group.

    Responsibilities

    Responsibilities

     

    • Manage multiple technical support teams that are responsible for our Americas customers.
    • Ability to be hands-on in managing the KPI levers for the team as well as being strategic
    • Design, develop and implement processes, tools and systems to support and improve the efficiency of the technical support function.
    • Establish strategic plans and execute to enhance scalability and efficiency throughout Technical Support while driving the highest levels of customer satisfaction and customer loyalty.
    • Determine and track success criteria for support projects and programs.
    • Maintain costs to meet overall budget and business objectives.
    • Build seamless partnerships throughout Sales, Support, Development, and other organizations as required to ensure success.
    • Coach, mentor and counsel team members through defined performance management process.
    • Ability to work independently, efficiently and meet all internal and external commitments.
    • Represent the Manila team globally within the company
    • Act as escalation point for both Local and remote managers

    Qualifications

    Qualifications

    • At least five years in a support management role and minimum of ten years in technical support and operations within the software industry
    • Experience working in a fast moving environment
    • Extensive hands-on knowledge of technical support systems and procedures
    • Proven track record in building highly scalable support organizations
    • Strong understanding of customer satisfaction metric drivers
    • Strong time management, organization and decision making skills
    • Strong communication skills with a genuine comfort and strength in explaining complicated matters in simple terms to varied constituencies
    • Exceptional multi-tasking skills and the ability to manage multiple high-priority projects
    • An analytical mind combined with good judgment skills to resolve sensitive business problems
    • An attitude of service and humility 
    • Bachelor’s degree in computer science, engineering or related field experience.

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