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Director, Technical Support Services

Company Name:
Quantum Tech Staffing
Director, Technical Support Services
The Director of Technical Support Services is responsible for providing leadership to and overseeing the company Technical Support Services department, which includes Technical Support, Advanced Support Engineering and Technical Communications/Self-Service Assets. They are also responsible for the development, management, and implementation of the strategic plan to provide world-class support of all of our client's products to our client base which aligns with the Company strategy and ensures high customer satisfaction and retention.
MUST HAVE:
BS Degree with courses in technical curriculum required
5 -- 10 years' experience successfully leading a client support organization for an IT technology company
Demonstrated ability to lead efforts to meet or exceed company and organizational goals through his/her own individual efforts and through effectively managing, motivating, and developing staff.
Strong customer facing and customer management skills
Demonstrated ability of being a subject matter expert for technical support methods and processes, possessing in-depth knowledge of technical support principles and practices that drive outstanding client satisfaction and retention, and being a well-rounded business person on the basis of technical competence, intelligence, results, interpersonal skills, and general business acumen.
Experience with support strategy for multiple delivery modalities, including but not limited to email, social media, client portals, etc.
Demonstrated strong, effective leadership skills to staff as well as to the overall department over a period of years
Problem-solver, self-starter and data and analytics driven by nature
Effective delegation skills and techniques
Ability to quickly grasp and distinctly explain relevant technological and business concepts that impact our business
Proven experience in building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sale and marketing experts
General knowledge of the Internet and web design trends
Solid business communication skills, including but not limited style and format of letters, memoranda, minutes, and reports
Superior written and spoken English communication skills, and excellent listening skills are a must
Proven ability to establish priorities, work independently, and lead the team to successfully meet or exceed objectives. Ability to handle and resolve problems
Strong, positive interpersonal skills
Detail-oriented, particularly with respect to managing client satisfaction
Ability to identify need for and develop processes and materials
Well-versed in MS Office Suite, including Word, Excel, and Outlook.
NICE TO HAVE:
Salesforce experience
SAAS experience
Knowledge of the Education market, specifically K-12

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