Fast Facts

The Snr. Director Advanced Support leads the Advanced Support Tech and Engineer teams in Clearwater, Florida, focusing on process improvements and enhancing customer support experiences through strategic planning and team development.

Responsibilities: Key responsibilities include developing strategic plans for technical support, overseeing staff performance and efficiency, implementing performance metrics, resolving escalated customer issues, and maintaining strong interdepartmental relations.

Skills: Required skills include proficiency in computer science, customer support management, excellent communication, time management, organization, and the ability to collaborate effectively across teams.

Qualifications: Preferred qualifications include an Associate’s degree in Computer Science or a related field, 3 years in a call center environment, and experience with Gmail, MS Office, and web browsers.

Location: Position is located in Clearwater, Florida, suitable for candidates in the greater Tampa Bay area.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $130,000 - $180,000.

Clearwater positions open to candidates located in greater Tampa Bay area.

The Snr. Director Advanced Support is responsible for overseeing the goals and key functions of the Advanced Support Tech and Engineer departments. They will spearhead process improvements while motivating others to meet the challenges of an extremely customer-focused and metrics-driven organization. They will also be responsible for driving forward looking initiatives.

Responsibilities:

• Help to develop short and long term strategic plans to ensure excellent technical support is provided to our entire customer base
• Oversee management and staff performance and work to increase team efficiency and effectiveness, while also encouraging team member growth
• Define and implement performance metrics to ensure accurate tracking of metrics and continuous improvement of our products and services
• Ensure ticket quality and ticket handling processes are followed correctly
• Assist in planning expansion and growth in the Advanced Support areas
• Ensure continuous resource updates and additions for technicians to reference as needed
• Utilize Advanced Support Engineer area to drive improvements in external relations
• Liaise as needed with other departments to ensure streamlined services are provided
• Maintain strong relations with Engineering and Product teams to continually improve operations
• Resolve escalated requests from both internal and external customers as needed
• Stay up-to-date on best practices and emerging trends in customer support
• Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
• Develop processes to identify and correct gaps in the customer experience based upon customer feedback
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications:

• Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field 
• 3 years in a high volume call center environment
• 2 years in a customer support management role
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Excellent verbal and written communications
• Excellent time management and organization skills
• Strong collaborative and team work skills
• Flexibility, integrity and creative problem-solving skills
• Ability to build good working relationships across all functions