Director - Enterprise Support at Boise

Job Description

Provide leadership and direction to the Enterprise Support organization, running the day to day operation of a 24x7 call center.
Ensure customer satisfaction with a very high standard.
Provide effective day-to-day leadership to the team that result in team cohesiveness.
Sets standards, policies and procedures for effective use of the team.
Works with Sales to ensure customers needs are being met and to understand the business implications of our work.
Responsible for the development of key tools required to deliver services.

Required Qualifications
Job Responsibilities and Accountabilities

Human Resources
Hires and organizes Enterprise Support Engineers based on the workload and quality requirements.
Defines team goals in conjunction with the department V.P.
Ensures compliance with established guidelines of the team and company policies.
Ensures timely performance feedback to employees, conduct annual performance reviews and manage employee relations.
Ensures good team morale and cohesiveness.

Customer Satisfaction Management
Implements processes and procedures to ensure effective resolution of cases being worked at any given time.
Manages the escalation process to ensure timely notifications to Management and Sales.
Provides regular reporting of customer issues.
Tracks performance of any issue to ensure progress is made for escalation against an agreed upon problem resolution plan, making adjustments as discovery proceeds.

Engineering & Product Development
Attend product development teams to ensure serviceability and customers needs are represented.
Interfaces with QA & Engineering Departments to ensure product defects are fixed in a timeframe that ensures customer satisfaction.

Budgeting and cost controls
Department budget planning responsibilities.
Ensures the department performs at or under budget.
Makes necessary adjustments as business dictates.

Training, Knowledge Base & Best Practices
Ensures continuous training and education of the team, staying abreast of industry trends and product knowledge.
Ensures steady content of knowledge base articles are generate and that any new resolution is documented.
Leads the team to develop best practices documents that are published for internal as well as external use.

Job Requirements

Relevant Experience, Education, Certification, Knowledge, Skills and Abilities
Bachelors Degree or at least 5 years experience managing technical support.
Experience with operating technical call centers.
Provenleadershipskillswhichmotivateandpromoteemployeeretention.
Knowledge of networking protocol hardware and software and/or mobile networking support.
Excellent communication, interpersonal, organizational and presentation skills.
Ability to keep management informed on business and employee relations issues.
Ability to handle stress and adjust to changing priorities.
Proven track record of effective project management skills.
Knowledge of principles and processes for providing customer support.
Proven track record of excellent customer satisfaction results.
PMP or PgMP certifications are a plus.

Required Skills

Job Requirements

 
Country: USA, State: Idaho, City: Boise, Company: CultureFit Technology Staffing.