Jun 082016
 
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Come work with the top 1% of global talent! We offer a fast-paced environment where inventiveness and entrepreneurial drive are rewarded. We’re also one of the few IT companies offering high-paying, 100% remote, work-from-home positions. You never have to fight traffic to office again.

Versata provides enterprise software solutions that deliver business results, performance and scalability while dramatically reducing IT spending. Versata’s patented solutions decrease IT expenditures by reducing hardware and associated maintenance, leveraging open source technology, and accelerating value delivery to business customers.

Key Responsibilities:

  • Be part of the Support management team to define the Versata Customer Support strategy
  • Lead and drive Support internal projects
  • Drive innovative changes that improve support-related processes. Identify and address any gaps in internal tools and processes
  • Encourage proactivness, self-sufficiency and outside the box thinking within the teams
  • Coach and mentor teams and team leads
  • Review team results and metrics and provide appropriate feedback to teams and team leads
  • Lead hiring of new team members and ensure the teams stay within cost structure
  • Lead the integration of newly acquired support teams into Versata (e.g. support offerings, team structure)
  • Regular communication to team leads and teams to ensure their engagement and motivation
  • Lead the team by example
  • Define personal goals including career path and growth and conduct regular one on one’s to review ongoing performance.
  • Coordinate global team resources to provide 24/7 support ( time zones, vacations, holidays )
  • Act as point of contact within the escalation process for all critical issues
  • Drive productivity and performance to overachieve on Versata Customer Support goals (e.g. metrics, SLAs)
  • Provide regular reports to the management team on productivity and performance
  • Build relationships with cross functional teams
  • Collaborate with the Development team on customer issue prioritization
  • Manage difficult customers effectively and professionally
  • Demonstrate an increasing level of customer care skills
  • Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
  • Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers’ success
  • Identify and address knowledge gaps, ensure common understanding across the team

Skills

Required Skills & Experience:

  • 5+ years experience in a technical Customer Support leadership position, ideally with a technical background
  • Usage of CRM (Salesforce preferred) system and workflow design and implementation
  • Knowledge Centered Support experience
  • Experience with working in and leading virtual teams
  • Fluent in English (Oral and written)
  • Degree in Computer Science or equivalent experience/education
  • Must comply with our Data Security policy and provide their own computer

Personal Attributes:

  • Self-starter who can work on own initiativeProblem solver who thinks outside the box
  • Likes working directly with Customers
  • Results driven – Customers Success is always front and center
  • Thrive on working with complex and challenging technology

Compensation: Total compensation is $15/hr, annual $30K for full, noncompete, 40 hour work weeks

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