Director, Technical Support

San Francisco, CA

We are looking for a Director, Technical Support. You will be responsible for establishing and driving our client and user support activities. Work across the organization to provide a seamless customer support experience and to help improve our software product offerings. Additional responsibilities include:

What youll be doing as a Director, Technical Support:

  • Establish and set up customer support processes
  • Support customers via different mediums (e.g. email, phone)
  • Prioritize and triage support tickets
  • Manage system user accounts
  • Regularly report out on customer support activities
  • Lead the selection and implementation of relevant tools
  • Define a deep integration of customer support tools with the platform
  • Work with Product, Design, and Engineering on product iteration and issue resolution
  • Collaborate with Compliance to satisfy regulatory guidelines (e.g. FDA

.Requirements:

  • 4+ years Customer Support Experience
  • Experience building a customer support organization, processes, and tools
  • Demonstrated ability to work cross-functionally with technical teams
  • Effective communication and interpersonal skill
  • Experience supporting software products
  • Motivated to improve processes and make work more efficient
  • Experience using CRM's
  • Strong problem-solving skills
  • Demonstrates initiative; results-oriented
  • Extreme focus on detail
  • Collaborative work style
  • Comfort with a fast-paced environment and changing requirements
  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity
  • Experience working with an engineering organization
  • Experience supporting SAAS products
  • Experience with healthcare, pharmaceutical, or medtech industries and concepts (e.g. HIPAA)

About Company

Job Information

Status: Open No of vacancies: 1 Job type: Full Time Job level: All Years of experience: 2

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