? PLEASE DO NOT APPLY UNLESS YOU HAVE sufficient technical skills to have the ability to install, configure, and troubleshoot home routers from A to Z
? Send cover letter expressing why you feel you would be a good fit for SafeSoft Solutions and your salary requirements
? Send resume
The Position:
The Support Director's core purpose will be to direct, manage, and grow a small team of skilled support representatives that deal with both technical issues and general customer requests. Systematically measure and improve the team's knowledge that leads to consistent increase in performance as well as remain proactive with efforts to ensure departmental resources are readily available. Utilize professional experience to design and/or revamp workflow processes to improve customer experience. The Director of Support will report directly to the CTO and coordinate efforts with executive staff.
The perfect candidate will possess enough technical skills to have the ability to install, configure, and troubleshoot home routers from A to Z. They must have very strong organization and planning skills. This person will be an analytical thinker with the ability to interpret data in order to solve problems. Ability to multitask is key for this position as well as being career focused with strong work ethic. They will communicate effectively with staff and clients and can work independently on projects when needed. The ideal candidate will have innate ability to develop team members and lead by example.
Responsibilities:
? Utilize optimization tools/features in case management/ticket system.
? Ensure all customer/technical support requests are tracked and sufficiently documented for reporting and data mining purposes.
? Measure and report support staff performance as well as department resource demands.
? Implement monitoring system for quality control purposes.
? Hire additional customer/technical support staff when needed.
? Work with the team to deploy and maintain knowledgebase to be used for both customers and staff.
General Experience/Requirements:
? Minimum 5 years recent experience managing customer support staff in a technical environment.
? BS degree in technology related field.
? Management and/or Administration of case-management/ticket system.
? Analyzing, interpreting, and reporting staff performance statistics.
? Hiring, firing, and training team members.
Technical Experience/Requirements:
? Knowledge of networking devices and technologies such as modems, routers and switches.
? Knowledge of types of broadband internet services.
? Knowledge of firewalls, remote management tools, and network monitoring tools.
About the Company:
SafeSoft Solutions, Inc. is an industry leader in hosted call center technologies. Founded in 2006 with the vision of creating a cost effective alternative to the high-tech demands of call centers nationwide, SafeSoft Solutions quickly demonstrated its ability to deliver high quality service while decreasing end user costs. Since adoption of the SaaS model, the SafeSoft Solutions Support Team is regarded as one of the most effective in the industry.
Compensation:
? This is a full time position with market competitive salary and benefits package.
? This is a fun exciting position in one of the top high-tech companies to work for in the Woodland Hills area.
? Attractive offices in a park-like setting, free parking and business casual environment.
? Catering on Friday's, Paid Vacation, Company Events, and other perks.
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