Plans, organizes and manages technical support for one or more of GS&D products to provide unrivalled technical support for GS&D customers and prospects, meet contractual response times, and that staff members are exceptionally customer focused, responsive, dependable, technically excellent and team oriented.
Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-
range business objectives within company policies and procedures.
Leads and participates in working with other GS&D departments to provide proactive, responsive, and timely solutions to customer and product issues.
Leads and participates in the management of customer case escalations.
Participates as a proactive member of the GS&D management team by setting high standards throughout the Technical Support department.
Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.
Essential Requirements :
6+ years of experience working in a technical support department for a medium to large software company or the equivalent related technical experience.
Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives.
Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.
Ability to travel up to 10% of work time.
Education equivalent to a 4 year college or university education with an emphasis in computer science, business administration or a related field.
Desirable Requirements :
Excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.
An in-depth understanding of the basic principles behind technical support processes and procedures.
Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.
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