Director Of Product Support
Current- Work with Development and Product team to present critical customer needs and concerns. Maintain open and frequent communication with the Software Development Team to ensure seamless coordination.- Working with third-party vendors- Work with Sales, Finance, and Account Management on customer escalations, providing proper communication internally and externally throughout the process.- Provide insight into the efficiency and quality of the support organization- Analyze user requirements and usability metrics to ensure customer satisfaction- Resolving escalated issues arising from operations and requiring coordination with other departments- Ensuring the smooth running of the day-to-day operations of the Technical Support department. - Ensuring that the team is prepared for changes in the market, product, and company.- Provide detailed guidance and support to ensure customer's successful long-term use of applications and satisfaction with our products and services.- Track and log customer complaints and issues through the Helpdesk tool following documented Helpdesk procedures where applicable.- Identify areas of need within applications to ensure customer needs and workflows are met.- Assist with customer implementations including setup, configuration, data imports, testing, and other tasks as required.- Develop and implement practices that measure the effectiveness and performance of the Technical Support Function. Collaborates with the delivery head to ensure optimum utilization of resources.
