Director of T1 Technical Support

BlueJeans - Mountain View, CA (30+ days ago)


The T1 Support Director of BJN Technical Support is responsible for all aspects of BJN customer post-sales support to our global customers and partners. The BlueJeans support team is responsible for handling support requests using the follow-the-sun model and provide support from other geographies requesting assistance. These functions currently include: Technical Support, Customer Success Support infrastructure including telephony, CRM systems, Knowledge Base, and support presence on the web(chat).

The Director of T1 Technical Support will communicate with BJN global service organization about customer issues and will manage the duty manager exception process. You will be responsible for communicating functional requirements for systems and tools to functional owners. You will provide worldwide case activity data to cross-functional stakeholders.

Responsibilities include:
Manage the business and operational excellence of our customer support organization for BJN.
Implement the service delivery strategy defined by the organization.
Coordinate technical escalation efforts within Support and Engineering and develop get-well plans
Ensure that quality and service delivery standards are met.
Collaborate with other organization such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives.
Manage call center performance activities, customer satisfaction and expense forecasting.
Develop and administer standard service levels, delivery and operational processes.
Represent the Services functions as necessary on product teams and in various other BJN decision-making forums.
Evaluate and develop staff.

10 year’s experience managing technical support team
Experience managing remote teams
Experience managing outsource vendors on-shore and off-shore
Requires broad functional knowledge in all aspects of technical support management, including training and staff - development; support planning;; and delivery quality.
Outstanding written and verbal communication skills.
BS in Computer Science or technical discipline a plus
Experience with and proactive support best practices
Ability to articulate complex technical topics, diplomatically address customer concerns, while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
Hit the ground running and can adapt quickly to new challenges.