Granicus is hiring a
Director of Technical Support in Costa Rica

Summary

The Director of Technical Support for Video will manage and develop the Video Technical Support Team, resolve customer support cases effectively and timely, build a world-class team, and ensure outstanding customer experience. The candidate must have 10+ years of experience leading services or support teams in a software company, preferably SaaS, and experience managing video features and a multi-tiered support process.

Requirements

• 10+ years leading services or support teams in a software company, preferably SaaS
• Experience managing teams or products that support video features
• Deep experience with call center systems
• Passion for public sector success
• Client focus – the desire and ability to understand the drivers of client needs
• Exceptional communication and presentation skills, both written and oral, as well as strong technical and analytical aptitude

Responsibilities

• Develop and execute Video Technical Support Team’s strategy
• Build a world class support team, organization and culture
• Manage daily volume and 24X7 coverage model
• Maintain and improve training for new and existing support team members
• Design, develop, and deliver new customer service and technical support offerings
• Liaise between customers and product teams to enhance offerings
• Manage escalations through developing direct customer resolution plans
• Partner with Product and Operations teams on software release process
• Motivate the team through coaching, career planning, and setting individual objectives

Preferred Qualifications

• MBA and/or other certifications
• Six Sigma Green or Black Belt