Our client is currently interviewing candidates for a Director level position running their internal customer service helpdesk. The ideal candidate will manage the customer support group (4 agents) which acts more like an account managers, managing the different customers that buy our clients product. The helpdesk currently get calls from customers or affiliates with a request on how to do something. Many of the tools that are built into the system are forgotten due to the robustness of the application so the questions they get are more geared towards "how to do something", "how do I do this" type of calls. This is an application specific helpdesk, if it is more involved then simple issues calls are transferred to a tier 2 person. "I am using your product and all of a sudden Abode wont print" – must be able to troubleshoot or figure out why the issue is happening.
The ideal candidate will also act as the SME for our client's product. The Account Managers know the product inside and out, so this person will have to emerge as the SME and field calls from their major clients. These calls are more "I want to do something". They must be able to figure out how to do the request or make it an enhancement to the application.
This person is also going to be required to look at the customer service department and bring it back up to speed. They want someone that is very knowledgeable in running a department.
Our client will train the ideal candidate through formalized training classes, provide ample training material, and give the candidate time to sit with the developers who developed the product.
The perfect fit for this position is someone that has worked for a company running a helpdesk or customer service entity where they supported some soft of internal product – the people that call use the products. Applications that reported directly to the CEO or VP will only be considered.
<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: Technical Environment
Windows XP
Microsoft Office XP
SalesForce.com to track tickets
Required Experience
4 plus years running a Application Specific Helpdesk
Previous position reported directly to the CEO or VP
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