Director, Premium Technical Support Services

Assurant

(Atlanta, Georgia)
Full Time
Job Posting Details
About Assurant
Assurant, Inc. helps people protect what matters most to them. We provide specialty protection products and related services to safeguard against risks. With a strong commitment to service, sophisticated technology and an array of flexible tools, we build solutions to meet customers’ needs.
Summary
As a Director, Premium Technical Support Services you will manage all operational aspects of Assurant's technical support offering. Your responsibilities will include assisting the Product Director in developing strategy for the technical support practice and managing personnel development. Your technical knowledge and problem-solving abilities and experience building and leading successful tech support teams will help you thrive in this role.
Responsibilities
* Develop, track, and report on key performance measurements including productivity and quality reports for technical support. * Develop and implement processes and procedures to improve operational efficiency, customer satisfaction, and goal attainment. * Coordinate cross-functional work areas targeted to resolve issues raised by customers. * Manage the development of content within Technical Support knowledge base * Manage staff to achieve standards of performance for an operation. * Ensure timely and accurate handling of trouble tickets with designated SLAs. * Prioritize projects for the technical support team on a scheduled and real-time basis, as needed. * Maintain work schedules for the technical support management team, assuring proper coverage during business and off hours. * Drive improvements in overall service levels, transactional efficiencies, and cost management. * Ensure the technical support team maintains a high degree of ownership and accommodation when interfacing with our consumers. * Handle escalations, as needed. * Act as liaison with other teams and departments.
Ideal Candidate
**Job Requirements:** * 5 years in a management position * 5 years of Technical Support operational experience within call center **Other Requirements:** * Bachelor’s degree or equivalent Technical Support experience **Desired experience or skills:** * Leadership, problem-solving, and decision-making experience * Managed multiple demands simultaneously * Experienced building new capabilities and can quickly respond and adapt to need for change * Naturally inquisitive about how things work and why. Likes to build what’s needed to solve problems. * Experienced interfacing with executive-level management, both internally and externally * Verbal, presentation, and written communication skills for both technical and non-technical audiences

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