Tier 1 Enterprise Support Director (Chicago, IL)

About this Role

We’re looking for a talented people manager who has experience working with client-facing teams as well as Product and Engineering teams to ensure customer escalations are handled superbly. This role will work closely with the CTO, Customer Success Managers, and Tier 2 & 3 support teams to ensure our customer issues are resolved in a timely and customer-first way. You will be a team of one to start, but as we continue to grow so will your team and you will be responsible for growing, mentoring and building a strong team to help advance interviewstream’s key mission and vision.

Reports To

Chief Technology Officer

Key Responsibilities

  • Responsible for reproducing/confirming product defects and reporting such defects to other team groups for resolution (Tier 2 and Tier 3)
  • Engage directly with customers and Customer Success Managers to resolve escalated issues that are critical to the business, and to ensure the customer feels valued and business is retained
  • Support customer trouble tickets and service requests within Customer SLAs via phone, e-mail, and chat
  • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels
  • Act as a customer advocate and represent the customer to internal business units to secure the customer’s success
  • Act as subject matter expert for systems, services, and products offered by interviewstream
  • Create, implement, improve, enforce, and maintain interviewstream’s support processes, best practices, and knowledge base
  • Review client surveys to determine service satisfaction and areas of improvement
  • Serve as an advisor to clients and internal stakeholders for all support related initiatives
  • Regularly measure team using KPI to determine process, knowledge, and experience gaps among individuals and create actions plans to remediate
  • Define and implement performance metrics that allow for analytics, and improvement plans for customer service activities and processes
  • Responsible for external communication regarding outages or other system-wide issues
  • Manage and develop a Tier 1 support team, including hiring, professional development, and proactive project work
  • Iterate on existing processes to bridge any gaps between Engineering/Product and customer-facing teams

Qualifications

  • Understanding and basic knowledge of Salesforce
  • Understanding and basic knowledge of JIRA
  • Great communication skills – ability to think creatively and adapt the message to the audience

To Apply

Email your resume to hr@interviewstream.com.

About

interviewstream is dedicated to the success of more than 900 clients from emerging businesses, midsize companies, large enterprises, colleges, and universities.

Contact

877-773-3164 (USA Only)
info@interviewstream.com
support@interviewstream.com

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