Our client, a leading provider of SaaS-based Social Networking and Social Marketing software applications and professional services, is currently building its sales support organization and is actively seeking a Director of Technical Support. This position will be located in our client's Midtown Manhattan sales office.
Viable candidates can contact me directly.
Regards,
Daren J. Mongello
J. Patrick & Associates, Inc.
J. Patrick & Associates, Inc.
Email: dmongello@jpatrick.com
Direct: (212) 785-0765
InviteSince 1991, J. Patrick & Associates, Inc. has specialized in Executive Search for the various Technology industries, primarily for Sales, Marketing and Engineering. Our clients are Technology Vendors, Systems Integrators, Distributors/Resellers, Service Providers and End User organizations. J. Patrick handles both permanent placement and temporary consulting assignments, on a contingency or retained basis.
Our client's customer base includes enterprises, solution providers and E-Commerce Service Providers that want to fully exploit the capabilities of their CRM and Marketing automation systems through Social Networking, Social Marketing and Collaboration platforms. Through their Software-as-a-Service offering, our client has created the leading platform enabling enterprises to leverage the power of Social Networking to gain market share and retain customers, as well as collaborate with customers and employees.
As the Director of Technical Support, you will have the opportunity to use your skills to manage a support team providing external client technical support. Your managerial and leadership skills will be needed to ensure compliance, professionalism, and customer satisfaction by your team. You will be able to analyze and implement process changes to provide efficiency and success.
Highlights of Responsibilities and Abilities:
· Manages the team responsible for providing client support via email/chat, and phone
· Ensures client trouble tickets are resolved quickly, professionally, and in accordance with process timelines.
· Ensure team can provide reliable and quick resolutions when issues arise by calling upon your experience in technical support
· Responsible for the planning, directing of special projects involving escalation activity as needed and ensuring they are carried out to completion.
Requirements:
· Experience managing teams that support clients/end users with a web based application (or someone who has been in a client facing role with a web development company).
· Blend of client management skills (ie. soothe the client during a difficult problem), and have enough technical skills to solve a web based problem when called upon.
· Previous experience using Firebug to edit, debug, and monitor CSS, HTML, and JavaScript web based issues.
· Some hands-on CSS, HTML and JavaScript experience.
· Bachelor's Degree in related technical discipline (however, an additional two (2) years of related technical experience may be substituted).
Keywords:
CRM, trouble ticket, Salesforce, client support, customer service, technical assistance center, APS, Online Media, Social Networking, Saas, application support, Firebug, CSS, HTML, and JavaScript
