Technical Director

2 weeks ago


Columbus, Ohio, United States Modaxo, Inc. Full time
Job Summary:

As a Technical Lead at Modaxo, Inc., you will be responsible for ensuring that our customers receive world-class support. This role requires an individual with exceptional technical, organizational, and change management skills. You will mentor a team of customer support Application Support Analysts, demonstrating productivity and quality through effective motivation of the Client Care team, ensuring excellent customer service is provided to all clients.


Key Responsibilities:

  • Management: Lead the technical Client Care resources on the CC team, ensuring staff maintain high levels of productivity.
  • Day-to-day mentorship of the technical Client Care resources.
  • Prioritize, balance, and multi-task competing issues with deference to urgency, length of outstanding time, and political sensitivity.
  • Work with the Manager, Customer Care to ensure Key Performance Indicators (KPIs) are being met.
  • Interact regularly with Hosted IT to ensure smooth operations within the Hosted environment.
  • Work with the Manager, Customer Care to identify and roll out new processes to provide clients with a superior customer-friendly experience.
  • Customer Support: Monitor inbound case queues and set priorities as required. Serve as the technical lead and first point of contact for escalation of complex cases and team questions.
  • Primary point of contact for top brokerage customers, including regular meetings to discuss strategies for smoother support, and close engagement with the Customer Success Manager.
  • Develop relationships with escalated customers and strengthen existing relationships with customers.
  • Work closely with Development on application-related issues.
  • Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality, and business enhancements.
  • Writing and troubleshooting SQL queries.
  • Install upgrades/updates/patches/releases.
  • Conducting user training remotely or in a classroom format.
  • Providing 24/7 on-call support.

Requirements:

  • Solid problem-solving and consultative skills required.
  • Strong presentation, communication, organization, multitasking, and time management skills.
  • Extensive MS SQL database knowledge.
  • Knowledge of MS Windows desktop and server operating systems, networks, and hardware desired.
  • Ability to multi-task and be the escalation point for cases from other team members.
  • Previous experience with incident reporting/bug reporting/call tracking systems an asset.
  • Five years or more Customer Service and/or application support experience.
  • Ability to work in a team environment.
  • Supervisory and/or leadership experience an asset.
  • Knowledge of the non-emergency medical transportation industry is essential.
  • Knowledge of the Momentm product suite an asset.
  • Post-secondary education in computer science or engineering; or equivalent an asset.
  • Willingness to travel on short notice - typically 10% annually.
  • Canadian candidates - must be legally able to travel to the US.
  • US candidates - must be legally able to travel to Canada.


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