Director of Product/Application Support

We are looking for a Director of Product/Application Support. Candidates will be building processes and training programs that help customers and team members in solving technical issues

• Provide technical assistance through incoming calls, emails, and live chats, on customer questions, software functions, and performance problems.
• Solve customer problems, communicate with QA and Engineering to resolve customer issues and close tickets
• Serves as the final point of escalation for all application support representatives
• Ensure that outages are responded to and resolved in a timely manner
• Contribute actively to product knowledge base and other troubleshooting and product-related documentation.
• Provide coaching and identify learning opportunities for new and existing departmental employees.
• Responsible for key performance metrics including KPI and ensuring speed, quality, and most importantly, customer satisfaction.
• Ability to multitask and prioritize tasks to maintain the require productivity levels.
• Work with senior leadership to set direction and lead team meetings
• Analyze data trends and user feedback to identify areas where we can enhance Support engagement and collateral to support users proactively.
• Frequently interacts with subordinates, customers, and/or functional peer group managers, normally involving matters for the overall team objectives, between functional areas, other company divisions, or customers and the company
• Identify and recommend process, policy and system improvement to optimize accuracy and efficiency that can be executed locally within the region while adhering to global corporate requirements.
• Monitor SLA’S and publish regular reports.
• Supervise up to 15 employees

• 4 years providing Product/Application support/troubleshooting
• Managed a team of 10 or more
• VoIP a plus but not required

All your information will be kept confidential according to EEO guidelines.