Head, Technical Support (Fully Remote) ID-7532

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Company Description

Since 1992, Rise Vision has been making digital signage easy for organizations worldwide. Trusted in over 100 countries with easy-to-use software, 100s of professionally designed templates, and the best customer service, organizations can be up and running in minutes.

Rise Vision is searching for a Head of Technical Support to make our support team more efficient, improve self-serve resources, and maintain our industry-leading CSAT score and response times.

Mission of the Head of Technical Support

Reporting to the Chief Revenue Officer, the Head of Technical Support is accountable for leading the technical support team in its execution to achieve our CSAT and response time goals.

Role Responsibilities

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  • Own and continuously improve our technical support processes, self-serve help resources, documentation, and hardware testing environments.
  • Create automation and leverage AI to help your team scale, deflect incoming tickets to self-serve help resources, and manage a growing customer base without increasing headcount.
  • Become one of the top product experts on Rise Vision software and hardware that extends well beyond Rise Vision 101, understand our message, and how to position and sell Rise Vision.
  • Coach the technical support team, review tickets, sit in on calls, and ensure the team works according to our standards so that customers describe their interactions with us as the best customer-vendor experience they’ve ever had.
  • Serve as an escalation point for customer issues, help with tickets, and work cross-functionally to resolve problems quickly.
  • Ensure all activity is diligently logged in the ticketing system. Anyone can look at a customer’s account and easily know the history within one business day of the last activity.
  • Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance and accountability.
  • Ensure each of your team members knows their quarterly targets and has clear visibility on metrics and their respective critical numbers so they can quantitatively account for their day, week, month, quarter and year.
  • Continuously validate and improve our tactics and processes by analyzing ticket trends, self-serve help KPIs, and customer feedback.
  • Travel 5% of the time to company meetings.

Role Requirement

  • You have 5+ years of experience in technical support roles and multiple years of people management experience.
  • You know what great technical support looks like. You come from organizations with 95%+ CSAT scores and response times that wowed customers. You want to give people an amazing support experience because it’s so rare in 2024.
  • You have high standards for work, get tasks done quickly, love deadlines, appreciate the power of constraint, enjoy committing to a target, don’t need to be followed up with, and you’re a continuous learner.
  • You are technical. Words like NTP server, terminal, console, sudo, NAT, and MAC address are not new to you. You’re a glass-half-full person, and you’re practical. You roll up your sleeves and see an imperfect situation, tool, budget, etc… as an opportunity.
  • You’re comfortable with different ticketing systems. We use Zendesk and are considering moving to HubSpot.
  • Talking to customers is a pleasure, not a chore. You’re excited to get on a call, help customers solve their problems, and get more value from Rise Vision.
  • Not a must have, but bonus points for experience using HubSpot for support and providing support across multiple time zones and languages.

Total Compensation Includes

  • Health & Dental Benefits
  • RRSP/401K Matching up to 5%
  • Group Profit Sharing Program
  • Health Spending/Wellness Spending ($500)
  • $2000 for Learning & Development
  • 20 days of Vacation (pro-rated based on your start date in your first year)

Head, Technical Support (Fully Remote) ID-7532

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