Director of Customer Resource Center Edupoint Educational Systems
THIS JOB HAS EXPIRED Edupoint Educational Systems, voted in 2013 as a "Top Companies to Work For" is currently seeking an experienced, Director for our Customer Resource Center to join our growing team of professionals. This position establishes and leads the implementation standards, processes and practices to ensure Edupoint provides clients with outstanding technical support services that meet their needs and expectations. We offer a Comprehensive Package to include generous Paid Time Off, excellent medical coverage, dental, vision, life insurance and 401K with immediate vesting opportunities.
The CRC Director is responsible for the provision of technical support and account management services to existing and implementing clients and the provision of product support services to all organizations within Edupoint.
Develop and manage Customer Resource Center (CRC) staff to ensure they effectively provide outstanding technical software support and services to Edupoint?s clients and are able to assist internal organizations when product expertise is required.
Align technologies and processes to improve CRC customer service delivery.
Achieve CRC performance standards to ensure client satisfaction.
Establish positive client relationships and interact with clients remotely and in person to better understand their business needs and priorities. Gather feedback regarding their satisfaction with Edupoint?s products and overall customer service, discuss their concerns, manage expectations and resolve their issues. Integrate customer feedback into service delivery practices to improve customer satisfaction.
Manage resource allocation to provide product support and testing assistance to organizations within Edupoint.
Assist in the planning, preparation and presentation of Edupoint?s annual Users? Conference.
Develop and oversee the Account Management Program.
Create and sustain an environment that motivates high performance and commitment with an atmosphere of trust, respect, recognition, ownership and accountability.
Recruit, manage and retain the necessary resources to successfully perform the duties of the CRC organization.
Provide timely and effective recognition, feedback, performance counseling and salary administration.
Communicate status to the COO on a weekly basis.
Other duties as assigned.
Demonstrated team building and leadership skills of small and large teams.
Strong operational and project management skills.
Proven ability to manage customer satisfaction through support, focus groups and overall product quality.
Experience in the use of metrics to drive decision making and process change.
Solid understanding of technical design, development and implementation of web based applications and K12 Student Information System product requirements.
Ability to multi-task in a fluid environment.
Positive attitude, self-motivated, enthusiastic, goal oriented, able to focus on details, diligent.
Knowledge or background in K12 Education is highly desirable.
Ability to lead and mentor staff members.
Skilled at managing resources assigned to multiple concurrent projects.
Proven ability to manage competing priorities in a dynamic environment.
Excellent business/technical verbal and written communication skills; must communicate in a clear and professional manner during telephone calls, e-mail communications and with peers.
Strong interpersonal skills.
High standards of professionalism, integrity, and work ethic.
Education and/or Experience:
BS in Computer Science required (or equivalent experience)
At least 5 years of software technical support experience
Experience leading technical support teams
Compensation & Benefits:
401(k) Plan with matching
Paid Time Off
||Mesa, AZ |
THIS JOB HAS EXPIRED