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Director of Technical Support

Incident IQ HQ (Atlanta)

Company Overview 

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12  schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more.  Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services. 

 

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ’s environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity,  collaboration, enthusiasm, and effort.

Director of Technical Support Overview:

 

We are looking for a full-time Technical Support Director to join our team!!  At Incident IQ our customers come first, and from time to time, they have technical questions that need resolution. Our Tech Support team is the front line of helping customers get resolution and get back up and running. If you are a world-class support leader who obsesses over ensuring customers keep running, we want to talk with you. We offer an energetic and collaborative environment where everyone's opinion matters!

 

In this role, you will provide mentorship, direction, and empower the current support team to build strong and lasting relationships with our customers. You will hone in on the successes we’ve had, and ensure CSAT remains exceptional as the support team, processes, and tools scale with a growing customer base. As a leader, you have a strong passion for ensuring not only our customer's success but your team's growth and development. You will support and coach the team in customer interactions with K-12 IT, maintenance, and operations directors and supporting staff to ensure timely resolution of issues impacting associated departmental workflows.

 

You have previous hands-on leadership experience and thrive in a fast-paced environment. You will work proactively with the team to continue enhancing the customer experience while playing a major role in shaping Incident IQ’s future vision for customer support. You want to make an impact and don't mind getting your hands dirty; ownership and accountability are core values central to who you are.

 

As an instrumental member of the Customer Success Leadership team, you will build and leverage knowledge and relationships with other departments providing a strategic approach to understanding customer expectations and optimizing the customer support experience across multiple support channels to exceed those expectations.

 

Director of Technical Support Responsibilities: 

  • Manage the day-to-day operations of a core team within the Support organization
  • Ensure that  standard operating procedures are built in a repeatable fashion to ensure we can mitigate and prevent escalations, delight our customers, and provide an exceptional employee experience
  • Develop and manage processes to empower the support team to offer technical assistance to customers in the most efficient and effective way
  • Help lead the charge in developing and growing a world-class support organization by ensuring high customer satisfaction as measured by positive trends in NPS/CSAT and client retention
  • Lead the recruitment, training, and development of the Support Team ensuring world-class support for Incident IQ customers
  • Provide leadership to the Support team by mentoring Support Specialists, particularly in the development of customer service, time management, problem-solving skills, and leadership skills
  • Manage performance and growth plans of team members, working with them to develop and implement individual career development plans
  • Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps
  • Develop, measures, and manage customer support metrics such as quality of service, close rates, response times, and CSAT
  • Establish and monitor performance metrics, and goals for the customer support function, and present regular actionable insights to leadership
  • Communicate and develop relationships with the Product, Development, and Sales teams to prioritize and address high-priority technical issues
  • Lead the technical support team in handling critical incidents and escalations, ensuring timely resolution and effective communication with stakeholders
  • Build strong working relationships with our clients and acting as a level of escalation for any critical issues
  • Explore and implement additional support modalities as needed
  • Operationalize tiered support by customer segment, package selection, and team expertise
  • Develop and maintain a centralized repository (Internal Knowledge Base) of frequently asked questions and best practices to streamline communication to the larger team and expedite standardized responses to customer questions

 

Director of Technical Support Requirements:

  • You have 5+ years of experience leading remote teams in a customer or technical support setting (This experience includes creating a new team or significantly growing an existing team)
  • Bachelor's degree in business administration, information technology, or any relevant field
  • You are an effective communicator with the ability to manage and implement change in a dynamic environment
  • You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills
  • You have demonstrated expertise in improving and scaling Technical Support processes, personnel, and methodologies
  • You are eager to develop a technical understanding of the Incident IQ platform
  • An analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information on critical business metrics for senior-level stakeholders
  • Proven track record of converting data-driven analytics to gain customer insights and familiarity with Key Performance Indicators for Customer Success
  • Strong intellectual curiosity to develop and embrace new standard methodologies to build a continuous improvement culture.
  • Experience working in a SAAS environment

What makes Incident IQ different: 

  • We facilitate whole-person growth where employees can develop personally as well as professionally.
  • We offer an energetic and collaborative environment; everyone’s opinion matters!
  • We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
  • We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! 

 

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).  

 

Incident IQ is an Equal Opportunity Employer

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