Director of Technical Support

Director of Customer Support

 

 

Description:

We’re looking for a seasoned technical professional to lead a client's Customer Support group.  The group is responsible for boarding and activating merchants (our Customers) that have purchased software platforms.  Currently there it is a four person team and will expand as business grows.  The position will report to [TBD].

Responsibilities:

The position's primary responsibility is to activate new clients that have purchased our software platform.  The integration efforts range from very short and simple to more complicated integrations to larger merchants, gateways, processors and order management systems.  There would be an important emphasis on ‘project management’ as each of the installations is specific to the environment and Customer involved.  The successful candidate will be able to use each integration experience as way to continually improve our ability to have our software deployed faster, easier and simpler.

The Customer Support group leader will also chair our inter-departmental group.

In addition to the internal Customer support, the position will also be responsible for overall Customer support of our larger established Customers.  The list of such would include high volume, gateways, processors and third party service providers.  Among the responsibilities would be to increase sales, contract renewals and expanding services to select Customers or service providers.

This position will involve Customers located throughout the world.  The position is located in the Cleveland, although periodic travel will be required.

Compensation:

A competitive compensation package will be offered commensurate with qualifications.

Qualifications:

·  5 to 7 years sales experience with at least 1 year experience selling and or servicing to premium brand retailers, including previous experience selling or servicing a specific list of targeted accounts.

·  Strong background technical background and demonstrated experience in installing or managing the installation of software applications.

·  Base knowledge of information security, ideally PCI / DSS background

·  Superb verbal and written communication skills.

·  Bachelor’s degree strongly preferred.

All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, national origin, sex, sexual orientation, age, marital status, physical disability, medical condition, or any other factor prohibited by law.

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