BASIC INFORMATION

Country:
Poland
State:
NA
Date Published:
15-Jan-2025
Job ID:
43638
Travel:
You may occasionally be required to travel for business

DESCRIPTION AND REQUIREMENTS

CareerArc Code
CA-MS

LI-MS2

Hybrid: #LI-Hybrid

JOIN US AS SENIOR DIRECTOR OF IZOT TECHNICAL SUPPORT

Are you ready to lead a transformative journey in customer support? We’re seeking a visionary Senior Director of IZOT Technical Support to elevate customer satisfaction and redefine how we deliver exceptional support experiences. In this role, you’ll harness your expertise in driving self-help support channels, building vibrant customer communities, hiring and training top technical talent, and innovating support delivery. As a dynamic leader and change agent, you’ll shape a support organization that’s not just responsive but a true customer delight engine. If you’re passionate about making a meaningful impact and driving continuous improvement, we want to hear from you!

TO ENSURE YOU’RE SET UP FOR SUCCESS, YOU WILL BRING THE FOLLOWING SKILLSET & EXPERIENCE:

• Ability to communicate with and influence other departments with differing priorities.
• Expertise in customer support, case management, knowledge management, problem management and driving self-service support channels.
• Solid experience in a customer facing, technical support environment managing a large and successful team.
• Prior experience supporting mainframe technologies.
• Prior leadership experience within support.
• Excellent communication and customer facing skills with proven ability to handle difficult customer situations effectively.
• Strong time management and organizational skills.
• Excellent staff mentoring and leadership skills.
• Management skills working to empower and motivate a strong team of leaders.
  

  LI-Remote

HERE IS HOW, THROUGH THIS EXCITING ROLE, YOU WILL CONTRIBUTE TO BMC’S AND YOUR OWN SUCCESS:

• Lead a large customer support team.
• Develop technical support processes.
• Hire and train new mainframe technical support resources.
• Document results improving KPIs.
• Deliver on support self-help channels driving down ticket volume.
• Coach other support leaders.
• Interface with customers to help them achieve value from our products and services.
• Manage, escalate and drive satisfactory resolution of customers’ technical support issues. Develop action plans to facilitate resolution.
• Effectively manage customer escalations to a positive conclusion.
• Drive changes to policies and establishes procedures that affect immediate processes.
• Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of technical support.Provide input to help set strategic direction of the customer support organization.