Senior Director Technical Support

Ref#: 17736

Function: Technical Support

Location: Ireland, Cork

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  1. OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  #LI-POST

The opportunity:

Reporting to the VP of Global Technical Support, our Technical Support Snr Director's role is to lead the day-to-day operations of EMEA support team members.

You are great at:

· Set the direction for EMEA support team members, provide executive leadership with an enterprise-wide wide perspective and put strategies and plans for growth and harmonization into practice.

Identify transformative opportunities in the areas of organizational design, business policy, processes, and procedures that will result in improved customer experience, new market opportunities and operational efficiencies.

· Identify, recommend and establish best practice solutions that support a world class customer experience.

· Be a proactive customer advocate who helps to define and ensure quality of the overall technical support experience.

· Provide direction, mentorship and coaching to the technical support employees and managers.

· Review and understand key support metrics and strive for continuous improvement.

· Ensure alignment and collaboration within the Technical Support team and across the organization.

· Identify and address customer needs and pain points, serve as a voice of the customer throughout the support organization.

· Manage customer escalations to ensure customer satisfaction and identify areas for improvement.

· Represent Global Technical Support internally at cross-functional meetings with Sales, Services, R&D and other parts of the organization.

· Represent Customer Service externally at key customer-facing events and meetings, as required.

What it takes:

· Strong track record of leading world-class technical support teams and scaling departments that have gone through rapid growth.

· Executing additional projects such as synergy initiatives with other internal groups and newly acquired organizations.

· Identify, recommend and establish best practice solutions that support a world class customer experience

· Be a proactive customer advocate who helps to define and ensure quality of the overall technical support experience

· Provide direction, mentor-ship and coaching to the technical support employees and managers

· Review and understand key support metrics and strive for continuous improvement

· Ensure alignment and collaboration within the Technical Support team and across the organization

· Identify and address customer needs and pain points, serve as a voice of the customer throughout the support organization

· Manage customer escalations to ensure customer satisfaction and identify areas for improvement

· Represent Global Technical Support internally at cross-functional meetings with Sales, Services, R&D and other parts of the organization.

· Represent Customer Service externally at key customer-facing events and meetings, as required

· Estimated Travel: 10-20%

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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