ClassLink

Technical Services Director

Would you like to join a rapidly growing and successful company?

Do you want to be a part of a team where customers say things like:

“I am amazed by how innovative this product is!”

 

ClassLink is a leading education technology company serving schools around the world. We are looking for a Technical Services Director (Call Center/Help Desk) to support our award-winning solutions.  In this role, you will be responsible for leading and managing our Product Support Engineers as well as our One Sync Team to provide unparalleled customer service with a focus on complete and timely resolutions to the technical needs of our customers.

This position requires a solid technical background combined with proven customer service experience and a strong management background. This includes the ability to problem-solve and the ability to motivate your team to achieve specific goals. This along with proven leadership skills, communication skills and organizational skills are essential to perform well in this position.

Ultimately, you must be able to ensure high quality technical support with an ongoing focus on increasing the customer experience.

Primary Responsibilities

• Become an expert on all ClassLink solutions
• Manage the Product Support and Call Center teams
• Evaluate performance against established expectations
• Establish and maintain processes and operational efforts to ensure customer service requests are handled timely and completely
• Set high customer service standards and hold Product Support Engineers accountable to those standards
• Contribute to improving customer support by involving yourself in situations that fall below these standards
• Establish best practices throughout the entire technical support process
• Develop daily, weekly and monthly reports (from our systems) and provide results on the productivity of Product Support Engineers to the management team
• Plan for growth and expansion and peak busy times by developing processes, automation and staffing plans

Requirements

• Solid technical background with the ability to provide clear and concise direction to the team
• 5 + years proven successful work experience as a Call Center Manager
• 5+ years managing a team of 20+ team members, both remote and in the office
• Experience working with phone metrics, work-force management discipline, post ticket surveys, chat bots, call routing, email ticketing.
• Experience with Salesforce.com Help Desk Cases/Ticketing
• Must be able to work independently and as part of a team
• Must have strong and polished communication skills
• Must demonstrate strong management skills
• Bachelor's degree required. Focus in Computer Science, Information Technology or Engineering preferred
• Knowledge of Education Technology (EdTech) solutions or work with School Districts is a huge plus.

We are a team of passionate people striving to help improve classroom learning.
We do this by making and delivering great products.
We also like to have fun along the way.

"Never doubt that a small group of thoughtful, committed citizens can change the world;
indeed, it's the only thing that ever has." - Margaret Mead