Director - Technical Support - Startup

Director - Technical Support | US Startup | Product Organization

Industry - IT-Software / Software Services

Category - IT & Systems

Skills - "technical support" "systems integration" "platform support" "platform integration" "CRM"

Job Type - Permanent

Description - In this role the incumbent will be responsible for interaction with various clients (US based) and provide technical support from a systems integration, CRM and platform architecture perspective.

Client Details :

Our client is a 8 year old startup, headquartered in Silicon Valley. It is a product based organization developing customer experience management software. They serve multiple small-medium enterprises as well as large MNCs.

Job Description :

- Drive technical support strategy to ensure world class customer service and help improve customer loyalty and retention

- Interact with several US clients to understand their system requirements

- Link in-house platform with CRM systems of clients, providing top quality technical support at each step

- Perform systems integration, platform support and platform integration

- Lead a team of 25 engineers and contribute towards hiring quality talent and further scaling it up

- Ensuring targeted service and performance standards are achieved or exceeded

- Executing tactical plans and initiatives that exceed customer expectations via phone, email and web- resulting in increased customer satisfaction and sales

Profile:

Must Haves:

- Sound knowledge of systems integration, platform support, platform integration

- Hands on experience of working with and providing technical support for complex and scalable CRM systems

- Strong knowledge of providing technical support for heterogenous systems involving multiple social media channels

and touch-points

- Great communication and interpersonal skills; ability to engage with international clients

- Past experience in leading a 30+ member team of technical support professionals

WILLINGNESS TO WORK IN US SHIFT TIMINGS: 5pm - 3am

Job Offer: 

- Lead technical support function for a successful & profitable startup

- Manage a large team of 25+ resources and scale it up further

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Shweta Mehra on +91 124 452 5484.

Contact - Shweta Mehra - +91 124 452 5484

The Apply Button will redirect you to website. Please apply there as well.