Director of Technical Support

3 weeks ago


Vancouver, British Columbia, Canada Visier, Inc Full time

Visier, Inc is seeking a skilled leader to fill the role of Director of Technical Support. This position is a key part of our Customer Experience (CX) team and is responsible for ensuring the highest level of customer satisfaction.

Key Responsibilities:

  • Lead and manage a team of technical support specialists to resolve customer issues efficiently and effectively.
  • Develop and implement strategies to enhance the technical support department's efficiency and effectiveness.
  • Establish and maintain support processes and procedures to ensure timely resolution of customer issues.
  • Collaborate with product development, development, and sales teams to address customer issues and optimize the product/service offering.
  • Monitor and analyze key performance metrics to identify trends and areas for improvement in technical support operations.

Requirements:

  • Extensive experience leading enterprise technical support organizations across multiple regions.
  • Bachelor's degree in computer science, engineering, or related field; Master's degree preferred.
  • Proficiency in working within a SaaS (Software as a Service) environment.
  • Deep-seated passion and dedication to customer service excellence.
  • Proven ability to establish and nurture partnerships and trusted relationships with key stakeholders both internally and externally.
  • Demonstrated track record of effectively leading and managing high-performing teams.

What We Offer:

  • Competitive base pay range for this position in Canada is $170k - $200k year + bonus.
  • Opportunity to work with a innovative technology company that transforms the way organizations make decisions.

About Visier, Inc:

Visier, Inc is the leader in people analytics and believes in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organizations make decisions, allowing them to elevate their employees and drive better business outcomes.



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