Director of Technical Support

Technical Support Manager/Director #2399Position Summary:In this role you will oversee an in-house technical support and help desk team. You will maintain and continuously improve call center best practices to ensure customer satisfaction and operational efficiency. You will be hands-on by training new and existing team members on best practices, customer service, documentation processes and phone etiquette. You will design and implement strategies and tactics to drive the technical support department forward to support the organizational vision. In addition, work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.Experience and Education:Bachelor’s degree in computer science or related field requiredExperience in Tech Support, Customer Service or Help Desk requiredKnowledge of Point-of-Sale SystemsManagement experienceTechnology Skills and Strengths:Call Center OperationsScale & Grow Call Center DepartmentManagement of Call Center | Customer Service | Technical Support TeamTraining Support TeamsTechnical Support | Customer Service Training Guide CreationKPI CreationDocumentation Workflow and Work Process ImprovementCall EscalationPoint of Sale systems (barcode scanners, receipt printers, credit card swipes, touchscreen monitors)Network SupportHardware SupportSoftware SupportSystems SupportPrimary Job Responsibilities:Manage call center best practices.Recognize areas for improvement and develop action plans to present to management.Manage the Tech Support team’s work schedules and rotations.Approve hourly employee’s time sheets.Manage and schedule on-call rotation.Serve as a backup to on-call members.Responsible for Technical Support team customer service training.Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.Document workflow and work procedures.Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.Coordinate with Management and Project Management on bug fixes and testing.Troubleshoot technical support issues which may range from networking, computer hardware, computer softwareAct as an escalation point for other Tech Support members on all issues before escalating issue to management, Internet, power, electrical and operator error issues.Provide end user training on system functions via Internet and classroom.Assist in developing a business plan to enhance the best practices and meet market and company needs.Execute tactical plans and initiatives to enhance customer expectations via phone, email and web.Work with a cross functional team and create a roadmap to implement initiatives and strategies to engage, retain, and scale customer experiences.Develop and achieve technical support objectives and goals to support the organizational vision.Other duties as assigned.