Director, Technical Support

Summary

We are looking for candidates who want to learn about our industry and the system we use to support our clients. As a member of our Operations leadership Team, you will be responsible for support of our global client base. You will have the opportunity to learn about the EzRez software platform and how our global customers use technology to market their travel services. An interest in working with international clients and working with individuals of different cultures is essential.

Job Responsibilities

  • Lead and manage the global technical support team.
  • A hands-on leader/manager
  • Recruits top technical supports experts with skill sets that include experience in system analysis, software/application troubleshooting and problem analysis
  • Proactively work with development, QA, and IT departments to resolve assigned client issues in a timely manner.
  • Will be providing technical support for customers globally
  • Using our proprietary CRM, the role will provide e-mail and phone support.
  • Ability to prioritize issues and requests to ensure client satisfaction.
  • Apply root cause analysis and system expertise to effectively address client issues.
  • Clearly and concisely communicate status updates and issue resolution to our client partners
  • Understand our client's business model, organization, baseline technical environments, and key systems and must be able to link the impact that EzRez products have on these areas.
  • Develop and maintain an excellent relationship with clients and become an information resource for other operations teams.
  • Display enthusiasm and promote a friendly working environment.
  • Actively contribute to the EzRez Client Services team by sharing best practices, process improvements and knowledge gained by working with our clients.
  • Once trained, you will act as a subject matter expert to other employees in global EzRez offices.
  • Constantly sharpen product and system knowledge and remain current on new technologies.
  • In order to support our global clients 24/7, may include early morning, evenings, nights, weekends and holidays or a rotating on-call schedule
  • Have very strong technical support helpdesk background and have exposure to tools like Remedy
  • Lead, define and continuous improvement of technical support process and operational efficiencies
  • Responsible for full tracking and reporting of all Technical Support metrics including:
    • Incoming customer requests per week / month by customer, by region, by problem type, etc.
    • SLAs time to first response time, time to resolution
    • Customer satisfaction of support delivery
    • Open customer requests
    • Effective people manager. Ensures all support employees have clearly defined, challenging performance objectives and development objectives.

Job Requirements

  • Bachelor’s degree in Computer Science or Information Systems.
  • Must have 5+ years of experience as Sr manager of technical support and helpdesk experience in a fast growing software industry supporting customers 24x7 globally with additional 5 yrs of hands-on technical support engineer.
  • Good research, analytical, multi-tasking, follow-up and problem solving skills.
  • Strong verbal and written communication skills with great attention to detail.
  • Good listener. Able to filter information and extract the key issues from the complete message.
  • Ability to communicate effectively with support staff and development teams, clients and management.
  • Ability to make sound decisions based on research (good judgment skills)
  • Self-starter with the ability to work both independently and as part of the team.
  • Ability to complete assignments on a timely, cost-effective basis.
  • Experience in web-based technology, programming, web design a strong plus
  • Travel industry experiences a plus.
  • Bi-lingual or Multi-lingual a plus. (Spanish/Portuguese)

Key Performance Objectives

  • SLA management, reporting and meet customer SLA commitment
  • Customer Satisfaction scores based on Customer Surveys and other customer feedback
  • Weekly metrics scorecard up-to-date and demonstrates improving results over time
  • No repeat Customer issues/problems/failures
  • 100% Closed Loop actions identified, tracked and completed

How to Apply

To apply for this position, please send an email to employment@ezrez.com and include "DIRECTOR TECHNICAL SUPPORT" in the subject line for immediate consideration. No calls from recruiters/agencies please. ezRez Software is an equal opportunity employer.