Director of Customer Support

• Creates and executes strategies for team collaboration and processes ensuring timely customer trouble ticket resolution to reach Wyse SLA objectives.
• Establish, support, and implement standards, policies, and operating procedures providing a climate of cohesiveness, cooperation and enthusiasm within the Customer Support Department.
• Manage the company’s Customer Support Center (live and online) including identifying, developing, and monitoring key performance indicators for the purpose of ensuring consistent quality customer support.
• Conduct measurement, reporting, customer focus groups, surveys, forums, and meetings for the purpose of improving service delivery.
• Collaborate with Product Management, Marketing, and Development departments ensuring agent training based on product launches and plans.

• A minimum of 1-2 years of sales/sales development experience in a high-tech environment
• Bachelor’s degree required. Excellent written and spoken English skills required. Multi-lingual capability is a plus.
• 5+ years in a management role of a customer support department
• 8+ years experience in technical customer support services
• Experience in virtualization, cloud computing, and thin clients is desired.
• Knowledge of Citrix, Microsoft, and VMware virtualization solutions is desired.
• Effective customer support experience, demonstrated leadership, personal computer operation, with the ability to learn & operate a variety of software programs including Oracle support.