Job: Director Technical Support

The Technical Support Director is responsible for ensuring support processes are defined, implemented, and managed. A leader and tremendous communicator, the Director of Technical Support is the pivotal role in ensuring that TantaComm client service level expectations are continually and accurately met. This position will ultimately be responsible for the P&L associated with the various responsibilities, services and resources comprising Technical Support.

Primary Responsibilities

• Plan, research, and write a range of Technical Support processes and documents, including technical specifications, project plans, user guides, and user policies, for both print and online media.
• Edit written documentation of development and other technical projects to create unified and consistent supporting documents.
• Assist with basic and applied research of existing and emerging information technologies to assess their impact on technology needs.
• Provide leadership to assigned Technical Support projects that are broad in scope or deep in complexity operating through outsourced staff in a project environment.
• Consult with key stakeholders in understanding the impact of process and technology changes, evaluate alternatives and design solutions.
• Manage the prioritization of Technical Support escalated cases to outsourced resources in support of goals, objectives, timelines and budget.
• Track and report key functional metrics on technology and business processes to identify potential expense reductions or improved effectiveness.
• Lead and create an environment that promotes the exchange or information between Operations, Sales and external source providers.
• Create and maintain a battery of key metrics and management reports that allow us to effectively manage staffing levels and proactively communicate with clients regarding issue resolution.

• Experience with hardware and software across multiple telephony platforms and call center systems.
• Proficient in LINUX, Microsoft Windows environment, Communication Protocols including TCP/IP, SSH and FTP clients.
• Experience monitoring message transaction across multiple platforms and applications.
• Demonstrated superior knowledge in industry standard business and technology process practices, tools and methodologies.
• Possesses significant, expert knowledge of the telecommunications industry, IT industry and third party service providers.
• Demonstrated strong executive level communication skills including strong interpersonal skills (listening, speaking and probing).
• Demonstrated superior problem solving and organizational skills.
• Demonstrated ability to mitigate risks proactively and resolve issues.
• Demonstrated successful experience with managing partner and vendor relationships.
• Significant experience in achieving positive results among staff at all levels of the organization through demonstrated ability in developing consultative relationships and working collaboratively with outsourced resources, utilizing influence, persuasion, leadership, negotiation and group facilitation skills.
• Ability to analyze target audience and to present ideas in a user-friendly language.
• Exceptional Customer Service orientation.