Our client is an MNC, full-service partner into Content Management software products and services helping companies to automate their publishing process by implementing cost-effective and scalable component content management systems (CCMS) and solutions. They offer a full suite of content-centric technology tools, complete content lifecycle management, from analysis and ground-up development to translation and training to publishing and ongoing maintenance. They are trusted partners for large global banks,

U.S. Federal Government, UnitedHealthcare, Cisco Systems, Eaton, eBay, The Boeing Company, and many more.

We are looking for a Global Helpdesk Director to manage the client support tickets and the incident management process across departments and teams to deliver customer delight. This is a global role, spanning all the company’s products and requires high standards of ownership, process knowledge, communication skills and delivery quality.This is one of the most exciting times for the incumbent as the company has now become a much larger entity with two acquisitions and therefore the scope of the role extends to a global arena- across products and services

Persona: Entrepreneurial mindset. Curious to learn new things, ability to get their hands dirty- figuring out problems, solutions and working closely with the team and not just guiding them

The key aspects of the role are to unify and standardize the incident management platforms and processes, service-level agreements (SLAs), resolve client issues and provide timely escalation and reporting.

Essential Duties & Responsibilities:

• Coordinate solutions and work with the Product Development team to prioritize tasks.
• Generate periodic and effective reports.
• Be an escalation point for the support team.
• Ensure process documentation is up to date to support audits.
• Ensure documentation and product implementations are aligned and coordinate updates, customer only documents, downloads, etc., on the support portal
• Communicate releases, bug fixes, and feature improvements as a part of client interactions.
• Ensure timely and accurate client customer responses on a daily basis.
• Measure ongoing customer service through periodic surveys and establish quality control metrics for response times and team performances.
• Provide regular customer feedback to senior management and Product teams.
• Follow up with customers to ensure full resolution of issues and areas of improvement.
• Request feedback and/or monitor calls and other methods of correspondence to improve training methods.
• Advance corporate best practices through the entire technical support process.

Experience and Skills

Mandatory Requirements & Qualifications:

• Bachelor’s degree in Computer Science or equivalent
• 15 years of Help Desk and Incident Management experience for software products.
• Experience providing Full Stack (database, data services and UI) software Product support across .NET and Java technologies.
• Proven work experience managing solution delivery across geographically dispersed functions.
• Must be customer-service oriented with a problem-solving attitude.
• Experience using Active Directory account management and LDAP.
• Experience with Windows 10.
• Excellent verbal and written English communication skills.
• Ability to communicate complex issues with technical peers and non-technical clients.
• Ability to work in a team environment towards the common objective of meeting client. expectations, client commitments, and company profitability goals.

Preferred Skills & Qualifications:

• Ability to create SOP’s for Helpdesk.
• Experience with or exposure to content management and/or information management software.
• Experience with Help Desk ticket management systems - preferably JIRA or Freshworks.
• Experience trouble-shooting web services.