Technical Support Director

hace 2 meses

San Francisco, Heredia, Costa Rica Servicenow A tiempo completo
Job Title: Technical Support Director

About the Role:

We are seeking an experienced Technical Support Director to lead our team of technical professionals in delivering exceptional customer support. As a key member of our organization, you will be responsible for managing and exceeding Support KPIs and critical Technical Support Metrics.

Key Responsibilities:

  • Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution, reducing backlogs, increasing efficiency, and implementing/upholding change management, etc.
  • Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
  • Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
  • Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent the Platform, Product and ServiceNow effectively with internal and external customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.

Qualifications and Requirements:

  • Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking. Proof of Portuguese language proficiency preferred.
  • A minimum of 6 years of technical support and service management experience with a minimum of 3-4 years in a supervisory role is required.
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology.
  • Proven capability of having successfully delivered on support metrics and managed support team.
  • Customer-first Mindset and a “Get it done” attitude are critical success factors for this role.
  • Demonstrated ability to provide exceptional internal and external customer care.
  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards. Strong analytical and problem-solving skills.
  • Excellent communication skills, both oral and written.
  • $140,000 - $180,000 per annum based on qualifications and experience.

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