Director, Customer Tech Support

Role Description: Customer Tech Solutions Support is primarily responsible for supporting our customer facing digital platform as well as our internal applications. The Director oversees daily operations of Level 1 and Level 2 of the Technical Support team to provide high quality operational and service delivery support of Benchmark's digital product and resources. The Support Director will be responsible for driving superior customer support, adherence to policies, procedures, and best practice standards.

This role requires solid experience and skill set in managing customer engagements & technical support solutions. The individual must have proven leadership experience and can multi-task, be creative, innovative, flexible, and organized. The candidate must showcase their ability to successfully manage a team and take the initiative to proactively implement improvements related to both process and performance issues.

Job Functions/Primary Responsibilities:

• Responsible for day-to-day activities of support operations to ensure end users and external customers receive the support they require.

• Ensures tickets are addressed in a timely manner, work is completed per standard operating procedures and SLAs are met.

• Effectively manage, develop, mentor, coach, and train the support team.

• Ensure all processes, procedures, runbooks, and work instructions used by Tech Support and application support are thoroughly documented, consistently audited, and regularly improved.

• Conduct and report results on service and operational performance reviews to the Chief of IT Operations.

• Be a point of escalation for the support team and customers; manage escalated issues to resolution.

• Oversee Incident, Problem, and Request Fulfillment processes and workflows involving support functions and responsibilities.

• Drive major Incidents through to resolution.

• Conduct quality control checks to reduce errors to improve processes and procedures.

• Act as a trusted technical advisor to customers, partners, and internal stakeholders.

• Identify key technical strategies that add value and a quick, agile delivery for customers.

• Be an internal advocate of the customer and bring the voice of the customer into the rest of the organization.

• Collaborate closely with Product, Engineering, and Editorial/Content teams to deliver meaningful outcomes and increasing value to our clients.

• Facilitate a positive customer experience during communications and collaborative engagements.

• Assess the technical needs of the team and/or customers.

• Recommend changes to products or services to fulfill customer needs.

• Manage third-party vendor contacts and the escalation process to them for issues.

• Identify gaps in the support process and solution continual service improvements to address.

• Participate in the "Manager on Duty" rotation.

• Occasional overtime work on nights and weekend, as required (seasonal need).

• Occasional on-call rotation schedule for after-hours support, as required.

Job Requirements/Desired Skills and Experience:

• At least 7 years of experience in IT customer support, technical support, help desk or service desk.

• Previous experience in a leadership role.

• A Bachelor's degree in Computer Science, Information Technology, or a closely related degree required.

• Experience working and managing within ITIL framework and best practice methodology.

• Must have exceptional customer relations skills and a commitment to excellent customer service.

• Ability to work with non-technical customers to gather business requirements and translate into technical specifications.

• Experience supporting secure Web applications and Cloud platforms.

• Excellent oral and written communication skills.

• Ability to see issues through to resolution.

• Good analytical and troubleshooting skills with a demonstrated proficiency at problem solving/root cause analysis to identify issues and resolve.

Key Competencies:

• Empathetic: Want to genuinely help other people. Have the willingness to understand another person's experience and see it through their eyes.

• Emotional Intelligence: Capability of recognizing, controlling, and expressing one's emotions and how to handle interpersonal engagements judiciously and empathetically.

• Problem Solver / Solution Provider: Strong analytical skills to assess a problem, determine the cause, and identify a clear path to a solution.

• Internet Savvy: Knowing how the Internet, Cloud, and IoT functions and the technology involved to make it work and keep it secure.

• Knowledge-driven Mindset: Enjoys learning, growing, and continuously improving not only themselves, but looks to help improve their team, the customer experience, and ultimately the company through the supportive notion of people, processes, and technology.

• Strong Communicator: Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way. Active listening skills are also essential to effective communication.

• Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.

• Growth Mindset: The inner drive for learning and growing. As products, technology, and policies will change over time, the individual must be capable of growth and change as well.

• Motivator and Influencer: Can build a strong rapport with others through trust, respect, and effectively communicate the need to work together for a common goal.

• Resilient: Whether it is managing change effectively, using critical thinking to find a better solution, or handling difficult conflicts, you can overcome and remove roadblocks.

• Stewardship: Lead by example. You set the tone and pace of your team. You are accountable for the actions, behaviors, and performances of your team members (individually and as a whole).

Salary Range: $120,000-$130,000

• The base salary range represents the low and high end of the expected salary range for the position. The base salary offered may depend on a variety of factors such as geographic location, experience, education, and skill level.

About Us

Benchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many learning programs delivers all the rigor of its print counterpart and is designed for virtual and blended learning contexts.

Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.

For further information, visit us at: https://www.benchmarkeducation.com

BENCHMARK EDUCATION BENEFITS OVERVIEW

Benefits

• Health Insurance

• Dental & Vision Insurance

• Disability Insurance

• Life Insurance

• Wellness Programs

• 401K

• Paid Vacation

• Paid Holidays

• Paid Sick Days

• Employee Referral Bonus

Company Culture, Perks & Discounts

• Commuter Benefits

• Paid Parking

• Company Outings

• Free Snacks

• Catered Lunches/Events

• Game Room

• Pet Friendly

• Holiday Events

• Happy Hours

• Paid Technology

• Sports Leagues

• Art Exhibitions

• Flex work schedule* - Off-site Work Program*

Professional Development

• Education Scholarship Fund

• Cross Functional Training

• Job Training & Conferences

• Paid Internships

COVID-19 Policy

• USA

All employees are required to have or obtain a COVID-19 vaccination as a condition of employment at Benchmark Education unless an exemption has been approved. All employees shall be required to report their vaccine status. All new employees shall be required to provide proof of their vaccination status prior to the start of their employment.

NO AGENCIES PLEASE