Director, Technical Support
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Overview
Overview
Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content processes and cases for organizations across the globe we enabled more than 20000 organizations to digitalize their workplaces and transform their operations.
Currently we are looking for the Director Technical Support
The DirectorofTechnical Supportis responsible forthe overall operation and performance of the technical support department in responding to partner and customer requests for technicalassistance. The position directs all companysoftwareTechnical Support operations. The DirectorofTechnical Support is also responsible formaintainingrelationships with partners and customers to ensure understanding of their needs.
Responsibilities
- Lead andoptimizeall technical support operations including performance quality and customer experience outcomes
- Define and execute the technical support strategy in alignment with company goals
- Establish and manage budgets operating plans performance targets and capacity models
- Own departmental metrics; use data to drive continuous improvement and proactively address risks
- Serve as the senior escalation point for complex or highimpact customer and partner issues
- Partner with Product Engineering Training and other leaders to improve product quality supportability and enablement
- Build andmaintainstrong relationships with key customers and partners to understand needs and improve support delivery
- Lead coach and hold managers accountable for performance management employee development and engagement
- Oversee hiring compensation decisions workforce planning and employee relations in partnership with HR
- Develop future leaders and ensure succession planning within the organization
- Evaluate and improve support processes tools and operating procedures to increase efficiency and scalability
- Comply with all corporate and departmental privacy and data security policies and practices including but not limited to Hylands Information Systems Security Policy.
Basic Qualifications
- Bachelors degree or equivalent experience
- 8 years of experience in technical support or a related field
- 6 years of people management experience including managing managers
- Proven experience managing budgets and operational performance
- Strong analytical problemsolving and decisionmaking skills
- Demonstrated ability to lead crossfunctional initiatives and influence senior stakeholders
- Excellent written and verbal communication skills
- Strong business customer and technical acumen
- Ability tooperateeffectively in a fastpaced deadlinedriven environment
- Experience coaching and developing leaders and teams
- Proficiencywith Microsoft productivity tools
- Up to 25% travel
Hylands Offering
Were proud of our cultureand take employee engagement seriously. By listening toemployees feedbackwere able to provide meaningful benefits and programs to our workforce.
- Learning & Development- development budget (used for certifications conferences etc..) tuition assistance program 4000 self-paced online courses instructor-led webinars mentorship programs structured on-boarding experience full of trainings dedicated Learning & Development department supporting our employees.
- R&D focus cutting edge technologies constant modernization efforts dynamic and innovative environment dedicated R&D Education Services department to help you grow.
- Work-life balance culture flexible work environment and working hours (we are working in task-based system!) possibility to work from home we value trust and we believe efficiency does not depend on your actual location however we would like to spend time together in the office!
- Well-being- private medical healthcare life insurance gym reimbursement.
- Community Engagement Volunteer time off (24h/year).
- Diversity & Inclusion employee resource groups inclusion benefits and policies
- Niceties & Events snacks and beverages employee referral program birthday baby gifts and employee programs
If you would like to join the company wherehonesty integrity and fairnesslie in the bottom of values where people are truly passionate about technology and dedicated to their work connect with us!
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race color religion creed national origin or ancestry sex age physical or mental disability veteran or military status genetic information sexual orientation marital status gender identity or any other legally recognized protected basis under federal state or local laws regulations or ordinances. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants
Required Experience:
Director
Key Skills
About Company
Alfresco is an open, modern and secure system that intelligently activates process and content to accelerate the flow of business.
