Director Of Technical Support Services (Mdu)

Single Digits Bedford , TX 76021

Posted 1 week ago

Who We Are:

Single Digits is a leading global provider of High Speed Internet Access (HSIA) management and support solutions, guest management software and technical support services. We offer a complete guest HSIA solution, including components of IP network design, engineering, professional services, ongoing maintenance, networking monitoring, multi-lingual support, revenue reporting and authentication tracking.

Our innovative Broadband Authentication Platform (BAP) empowers properties to tailor their HSIA to the unique needs of a variety of industries, including hospitality, multi-dwelling unit (MDU), property management, health care, government, education, travel and more. Thanks to our managed service business model, our clients can boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures. In short, we build wicked good WiFi and we service it well so that our customers can sleep well at night.

Who You Are:

You are a talented technical leader with the ability to engage and inspire a diverse group of team members spread over a large geographic footprint. You have the ability to effectively guide, coach and mentor while ensuring exceptional care and consistent support to our customers on a daily basis. You've been successful in your career serving as an effective leader of both individual contributors and managers. You are a puzzle solver and use your strong decision making ability to ensure the right things happen at the right times. You contribute positively to developing and enhancing corporate culture because you believe that it matters. You are a fierce advocate for customer satisfaction and you demonstrate by creating new or enhancing existing programs to improve the customer experience. You lead with a sense of urgency because with a background in operations you fully understand that we are the lifeblood for our customers.

What You'll Do:

You are charged with the responsibility of delighting our customers. You will design programs and work cross-functionally to support our effectiveness at customer retention and protecting the recurring revenue stream. You will lead and directly manage a geographically dispersed team of Onsite Technicians as well as Managers so you'll need to make sure your communication skills are exceptional and your leadership style is inclusive. You'll elevate the sophistication of our processes and workflows by establishing, measuring and reporting on key metrics to drive accountability and continuous improvement. We want our customer experience to be second to none and we believe you should too! In addition, you'll also get to do the following:

  • Ensure an exceptional resident and customer experience

  • Evaluate and update workflow, policy, process, and technology

  • Be in constant communication with customers leveraging your ability to bring back the 'voice of our customers' to the leadership team

  • Support corporate communications to ensure all employees share a common culture and vision

  • Collaborate cross functionally with Sales, Professional Services Group, and Brand Management to on-board and service new and existing customers

Requirements

  • Must have demonstrated skills in leadership, collaboration and diplomacy with extensive experience leading a large, customer facing team

  • In-depth understanding of business operations and technology platforms

  • Experience developing effective and efficient processes and working in a process-driven environment

  • Excellent documentation, telephonic, verbal and written communication skills

  • Ability to multi-task and successfully prioritize workload

  • Excellent problem solving and decision-making skills

  • Flexibility in scheduling to regularly include 1st, 2nd, and occasionally 3rd shift

  • Ability to travel on short notice to meet the needs of our customers

  • A customer first mindset

  • Ability to inspire and motivate teams around a shared purpose and vision

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Director Of Technical Support Services (Mdu)

Single Digits