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Sales and Marketing
Research and Development
Information Technology
Finance and Administration
Customer Support
Customer Support
Vice President Customer Support
OMNIVOLVE is looking for a dynamic motivator for our Vice President Customer Support. This position will have ownership of training, customer service, technical support, and call center operations. He/she will be responsible to mentor management staff, ensure effective training, devise career path opportunities, metrics etc. Must have experience w/ call center expansions, remote site management as well as centers located at Corporate Headquarters. Our business is growing consistently and a lot of our future growth will come from ever increasing support contract penetration into our customer base. Will have budget responsibility. Will work closely w/ peer group in the organization. Experience w/ a 24x7 center is required as well as general daily management of center. Experience running a dynamic and customer focused organization; Multisite experience is a plus. BA/BS in Business or related field preferred. At least 10 years experience in a call center environment with at least 5 years in a senior management role.
Director of Customer Support
Under the leadership of the Vice President, Customer Support, this position will grow a team of Customer Support Engineers focused on providing world-class customer care and satisfaction. Create a customer focused team and philosophy, with the goal of achieving continually increasing "customer delight". Develop/execute customer support plans. Lead and grow the team that performs problem resolution, tracking and reporting. Develop process for quickly addressing and closing customer service requests, providing rapid response and resolution, as well as appropriate escalation. Provide business ownership of support tracking and call tracking systems. Develop appropriate reporting requirement and metrics to evaluate support responsiveness and satisfaction. Develop OMNIVOLVE’s support policies and procedures. Establish joint support procedures with alliance partners. Drive other internal departments' awareness and appropriate action on support issues, and facilitate cross-functional communication. Recruit, manage and train superior quality customer support team members. Solid understanding of ACD, call tracking, and reporting systems.
Technical Support Engineer
Provide technical support for OMNIVOLVE’s products. As a member of the Technical Support team in the Client Services Center, the individual will be responsible for providing support to OMNIVOLVE’s customers. Ensure customer satisfaction through efficient and effective diagnosis and resolution of customer problems or questions. Conduct follow-up research as required to resolve problems. Interface with the engineering department to expedite issue resolution. Candidates should have 3+years experience in Technical support or relevant environment. Must have strong problem solving skills, account management experience and good communication skills (both verbal and written). Must be a team player. Solid skills in UNIX. Basic knowledge of databases (i.e. Oracle, Sybase and SQLServer); familiarity with HTML, XML, Web Servers (i.e. NES, IIS) and Java programming are desired.
