Technical Support Director

7 days ago


San Diego, California, United States Satechi Full time
Job Summary

We are seeking a highly skilled Technical Support Director to lead our technical support department and drive customer satisfaction. As a key member of our team, you will develop and execute strategic plans to improve technical support operations and enhance product performance.

About Satechi

Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles.

Key Responsibilities
  • Oversight of daily technical support operations to ensure timely and effective issue resolution.
  • Development and execution of a strategic plan for the technical support department aligned with company goals.
  • Implementation of support processes and best practices to enhance efficiency and customer satisfaction.
  • Maintenance of high customer satisfaction through continuous improvement of support services.
  • Analysis of support metrics to identify trends and areas for improvement.
  • Establishment of quality assurance measures to ensure consistent and high-quality support delivery.
  • Cross-functional collaboration with other departments to provide insights and feedback for product improvement and issue resolution.
Leadership & Management
  • Leadership of a high-performing technical support team.
  • Design and implementation of training programs to keep the technical support team up-to-date with the latest products and technologies.
  • Fostering of a positive and collaborative team environment.
Requirements
  • Bachelor's degree in Computer Science or a related field. Advanced degree preferred.
  • 5+ years of experience in technical support, with at least 3+ years in a managerial role.
  • Strong technical background with expertise in troubleshooting hardware and software issues related to consumer electronics products.
  • Zendesk and Amazon Seller Central experience highly preferred.
  • Proven leadership experience with the ability to inspire and motivate team members to achieve performance goals and objectives.
Compensation

The estimated annual salary for this position is $95,000-$105,000, based on your knowledge, skills, and experience.

About Us

Satechi is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.



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