Clearwater positions open to candidates located in greater Tampa Bay area.
The Core Support Director is responsible for overseeing the goals and key functions of the Core Support technical support department. This position will spearhead process improvements while motivating others to meet the challenges of an extremely customer-focused and metrics-driven organization.
Responsibilities:

Oversee managers and staff performance and works to increase team efficiency and effectiveness
Implement best practices for technical support and/or management, and stay up to date on emerging trends in service center
Monitor operational activity related to technical support and analyze data relevant to the position such as key performance indicators, corrective action, performance plans, trends, product content changes, etc.
Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
Develop processes to identify and correct gaps in the customer experience based upon customer feedback
Define and implement performance metrics to ensure accurate tracking of the metrics and continuous improvement of our products and services
Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field
Management of a technical support center preferred
3 years in a high volume call center environment
2 years in a customer support management role
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Excellent verbal and written communications
Excellent time management and organization skills
Strong collaborative and teamwork skills
Flexibility, integrity and creative problem-solving skills
Ability to build good working relationships across all functions