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Company Overview 

Surrex Solutions Corporation is an Information Technology Consulting services provider specializing in Project Staffing, Software Development, Project Management, Contract Programming, Information Technology Staffing and Direct Hire for mid-size and Fortune 500 Companies. Surrex Consulting Service(s) Managers and Recruiters possess extensive technical and recruiting experience resulting in our ability to understand client requirements and supply the needed consulting resources.

We fulfill our promises with speed, quality and value to both our Consultants and our Clients. Our management team averages 20 years of direct information technology consulting industry experience. This extensive experience combined with reputations of excellence and professionalism provides clients with the utmost confidence in Surrex Solutions service offerings. Surrex strives for a mutually beneficial relationship, delivering to needs requirements, by which the Customer is in complete control of outcomes.

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Director of Product Support
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Job Description 

Position Profile:

This person is responsible for the global customer support business.  Our products provide companies a robust employee access management platform that offers software security solutions. The successful candidate will manage the full technical support customer experience including internal and external processes and support delivery systems, overseeing the global team of support personnel located in both Europe and at headquarters in Boston area.  The Worldwide Support Director acts as a point of escalation and advocacy for our large and diverse worldwide customer base. This position requires occasional travel in situations where senior level management representation is required onsite.

 

Position Responsibilities:

Primary responsibilities include the delivery of high quality customer service and maintenance of high levels of customer satisfaction with a fast growing customer base.  Manage and lead all functions of the support organization from customer facing support teams to internal services and escalation teams.  Manage prioritization of customer escalations, providing senior liaison between engineering and support for escalations and patch requests. Work closely with account management, services, and other internal organizations to satisfy customers’ needs and requests. 

 

Responsible for the on-going development of the employees of the team and continuous improvement of quality and quantity of work delivered.  Train team to resolve complex technical issues and diagnose bugs across multiple product lines, operating systems, and customer environments.  Actively manage customer case queues. Continue regular productive communication with product management and engineering, resulting in an increase in customer focus for enhancements and bug fixes. Manage support relationships with strategic partners worldwide.

 

 

 


Job Requirements 

Technical Skills

·         Ability to troubleshoot details while maintaining the “big picture" view

·         General knowledge of hardware and software technologies.

·         Ability to synthesize and communicate complex technical issues to non-technical audiences

·         Ability to communicate well with internal and external technical audiences



Business Skills

·         Excellent interpersonal skills and customer management skills

·         Ability to manage high pressure customer situations and build trust with the customers.

·         Ability to set strategy for support services in the context of our business strategy

·         Good understanding of customers’ business strategies, needs, and opportunities



Experience / Education:

·         Bachelors Degree in business, computer science or engineering; advanced degree preferred.

·         Previous experience running a customer support organization for a fast-paced software company.

·         10+ years technology related industry experience.

·         5+ years experience leading/managing technical or customer support personnel, as well as managing client issues.

·         Experience selecting and implementing infrastructure software for a support organization.

·         Experience with Support Center Practices certification.

·         Experience with Issue Management (Call Tracking) Systems and CRM systems, preferably SalesForce.


Knowledge, Skills and Abilities:

·         Ability to prioritize multiple simultaneous issues.

·         Outstanding time management skills and attention to details.

·         Strong customer (internal and external) communication and presentation skills.

·         Self motivated, “Find a way to get it done" attitude.

·         Ability to manage and motivate a staff of employees.

·         Ability to understand the “Big Picture" and to identify and resolve complex issues.

 

 


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