Director of Customer Support Aerohive Networks

We are hiring a Director of Customer Support to lead our global 24x7 customer support team providing Level 1 and Level 2 support to our partner network and to our direct customers. The ideal candidate will have the following skills:

Strong background in leading global help desk support for both hardware products and software services
Experience with establishing service delivery SLAs and performance metrics
Able to define work flows and escalation processes

Responsibilities

Maintain high customer satisfaction with our support services
Coach and develop support staff
Lead our migration to a world-class trouble ticket management system
Develop SLA?s, performance metrics and the reports to track compliance
Must be able to work cross functionally with L3 engineers, product management and operations functions
Experience in creating external and internal knowledge bases and working with knowledge base tools
Experience developing customer and partner self service portals to provide online access to support resources, ticket information, RMAs and shipping details
Experience managing teams in the US, Europe and Asia
Experience in creating a global team approach and a follow the sun problem resolution process and monitoring
Ability to support multiple product lines
Experience providing different support levels based on customer subscription (Entitlement)

Qualifications

7+ years of experience with 3-4 years leadership experience at the Director level
BS/BA degree
In depth hands-on knowledge of Salesforce.com?s ticketing system
Must be an advance user of Excel and other Microsoft office products
Mix of public and private experience desired, hi-tech required
Must be able to work in a high-paced team environment
Must be team oriented
Attention to detail
Highly focused on customer care and satisfaction
Must have a "can do" attitude
Highly effective communication skills, both written and verbal
Demonstrate the ability to work with others as well as independently
Handles the challenges of a fast-paced environment
Previous experience with both startups and public companies a plus

Location:	Sunnyvale, CA United States