Director of Technical Support

Related keywords: help desk remote jobchat support remote jobchat remote job

Job Overview

Opus1 Development Studio is seeking a Director of Technical Support to spearhead the evolution of their technical support function. This role is crucial as the company specializes in developing software targeting music and performing arts schools. The ideal candidate will focus on enhancing infrastructure, scaling teams, and ensuring a reliable support experience for educators across different platforms.

Responsibilities

The primary responsibilities of the Director of Technical Support will involve:

• Enhancing Support Infrastructure: Building and improving the systems that underpin the support operation.
• Scaling Teams: Leading both U.S. and offshore teams to provide seamless customer service across various time zones.
• Empowering Support Experience: Cultivating a high-quality support environment that enables educators to effectively use the software.
• Implementing Best Practices: Establishing procedures for support processes, SLAs, tagging systems, and escalation workflows that align with industry standards.

Required Skills

Candidates applying for this position must have:

• Experience: A minimum of 5 years leading technical support or help desk teams.
• Team Management: Proven success in managing and scaling distributed teams, both in the U.S. and offshore units.
• Technical Knowledge: Strong familiarity with Zendesk and in-app chat platforms.
• Support Processes: In-depth experience with support processes, SLAs, tagging systems, and escalation workflows.
• Data-Driven Approach: Must possess the ability to analyze data for effective capacity modeling and team planning.
• Communication Skills: Exceptional cross-functional communication and collaboration abilities are necessary to liaise effectively within various teams across the organization.
• Customer Passion: A genuine passion for empowering customers and maintaining a high standard of service quality.

Salary and Benefits

Although the specific salary for this role is not mentioned in the job description, candidates can typically expect a compensation package that aligns with their skills and experience level in technical support leadership positions.

The position offers several benefits, including:

• A collaborative work environment, promoting teamwork and knowledge sharing.
• The opportunity to create a significant impact within the company and the wider education community by delivering top-notch customer support.
• A position in a scalable company, suggesting potential for growth and advancement opportunities.

Work Environment

The role is designed for a full-time commitment and will be remote, allowing flexibility while engaging with team members and customers. This is especially suitable for candidates who are adept at working independently yet thrive in a collaborative atmosphere.

Conclusion

The Director of Technical Support position at Opus1 Development Studio is an excellent opportunity for experienced support leaders looking to innovate in the educational software space. The role demands a mix of technical expertise, team management, and strong communication skills, along with a deep commitment to enhancing customer satisfaction. Candidates who meet the requirements are encouraged to apply and become part of a dynamic team that is shaping the future of educational support.

This job offer was originally published on himalayas.app