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Director, Product SupportUnited States

WideOrbit

Director, Product Support

United States

WideOrbit has an exciting opportunity for a Director of Product Support. You'll be responsible for the overall success and management of WideOrbit's WO Network Product Support team. The core objectives of the Product Support team are to ensure client happiness, quickly troubleshoot and resolve system issues with patience, while instilling confidence in the product.

In this role you'll have the opportunity to lead a talented team, improve processes to increase the teams' effectiveness to reach a solution, and help prioritize and provide guidance on escalated issues. If you believe in taking care of customers first and representing WideOrbit at a Director level, this could be the right opportunity for you!

Here is what you'll be doing:
  • Manage the day to day responsibilities of the Product Support team, including quick response time to customer tickets, prioritize escalated cases, research, and troubleshoot system issues.
  • Interface with Product, Development, QA, and Client Solutions teams to resolve issues quickly.
  • Design, develop, and implement processes, systems and technology to support and enhance the technical support function, including the workflow and incident management.
  • Train and develop the WO Network Support Team, including hiring and professional development




Here is what we're looking for:
  • 5+ years' experience in a product support environment with a cable network
  • Strong domain and application knowledge, particularly in the broadcast industry, product support, and support escalation processes
  • Strong leadership skills with experience managing and motivating teams including hiring and managing performance and development
  • Exceptional organizational and multi-tasking skills with a proven ability to prioritize and execute on high-priority tasks
  • Communicates in a clear, concise and articulate way both verbally and in writing
  • Excellent problem-solving skills including the ability to listen and use logical reasoning to resolve the issue in a fast-paced environment
  • Proven ability to build customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, and responds to internal customers
  • Technical experience (SQL Server, ANSI SQL, multi-tier client server applications) is highly desirable



Location:

This position will be based in our New York, NY office.

Compensation, Benefits and Perks:

Besides a competitive salary and great work environment, here are some of our additional benefits and perks:

Health insurance, 401K, stock options, sabbatical leaves, great vacation package, work/life balance, life event benefits, casual work attire, snacks and coffee in the café, and plenty of opportunities to grow!

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