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BMC Sr Director Technical Support IZOT Mainframe Based Sweden 712098733
23.01.2025
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Description and Requirements
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Here is how, through this exciting role, you will contribute to BMC's and your own success:
- Lead a large customer support team.
- Develop technical support processes.
- Hire and train new mainframe technical support resources.
- Document results improving KPIs.
- Deliver on support self-help channels driving down ticket volume.
- Coach other support leaders.
- Interface with customers to help them achieve value from our products and services.
- Manage, escalate and drive satisfactory resolution of customers' technical support issues. Develop action plans to facilitate resolution.
- Effectively manage customer escalations to a positive conclusion.
- Drive changes to policies and establishes procedures that affect immediate processes.
- Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of technical support.
- Provide input to help set strategic direction of the customer support organization.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Ability to communicate with and influence other departments with differing priorities.
- Expertise in customer support, case management, knowledge management, problem management and driving self-service support channels.
- Solid experience in a customer facing, technical support environment managing a large and successful team.
- Prior experience supporting mainframe technologies.
- Prior leadership experience within support.
- Excellent communication and customer facing skills with proven ability to handle difficult customer situations effectively.
- Strong time management and organizational skills.
- Excellent staff mentoring and leadership skills.
- Management skills working to empower and motivate a strong team of leaders.
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