Director of Support and Training

eMASON, Inc. is a rapidly growing Clearwater, Florida-based Technology Company which specializes in process centric web based technology. We currently have an immediate need for a Director of Support and Training.  Our organization is friendly, fast-paced and promotes out-of-the box thinking. The salary is very competitive but is directly related to qualifications and experience. The benefits are also competitive: 401K with company contributions, health, and generous PTO packages.

 

 

Director of Support and Training

 

 

Overview:

The Director of Support and Training is responsible for directing the client support and training team responsible for the successful delivery of eMASON support and training services. This includes the management of Client Support and Training projects as well as overseeing all Client Support process development and continuous improvement, from planning to implementation to retirement. There job is centered on having a superior understanding of the Clarifire application and overseeing all initiatives responsible for ensuring excellent Client support.

 

Responsibilities will include but are not limited to:Oversee and manage the Support and Training Team in their responsibilities of quality and timely completion and/or escalation of support tickets (including training tickets). This involves analyzing user issues to determine possible problems sources/resolutions as well as following-up with clients regarding outstanding issues. Responsible for providing upper management with summarized reports of support tickets statistics as well as training statistics.The Support and Training team will develop and institute industry standard best practices including repeatable methodologies and processes. Interface with the development staff regarding client enhancement requests. Includes meeting with various clients to go over wishlist requests and information for the planning of future application releases. Develop internal and external training programs as well as playing an integral role in the roll-out of the adoption of new Clarifire releases and system enhancements. Experience creating and developing CBT (computer based training) and various e-learning initiatives. This position is hands on and you must acquire a complete and comprehensive technical understanding of the Clarifire application.

Requirements:College degree required5-7 years in Management positionThis person will be in direct contact with external end users and must have good communication skills as well as excellent technical skills. 5-7 years experience supporting a software application. Web-based software application is required in most recent experience.Project Management for clients on a large scale

  IN ORDER TO BE CONSIDERED FOR THIS POSITION, PLEASE APPLY ONLINE AT www.emason.biz/careers.html

eMASON, Inc. is strictly a non-smoking company.

Please no agencies, faxes, or phone calls. Thanks!