Director Technical Support

Location: Salt Lake City, UT

The Director Technical support is responsible to manage one or more technical support teams, work with an innovative suite of software products and provide world class support to businesses utilizing NICE inContact’s software products as a means of intelligently communicating with their customers, vendors or employees across the globe. The Director Technical Support will be responsible for managing the Technical Support Department to provide leadership and guidance on how to respond to advanced technical issues of custom applications to end-users of the NICE inContact™ suite of technology products. Responsibilities include ensuring published service level agreements are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base.

As a Director Technical Support, a Typical Day Might Include the Following:

• Manage one or more NICE inContact Technical Support teams.
• Provide guidance or manage escalated trouble-tickets submitted by customers experiencing challenges using NICE inContact™ or other NICE inContact technology software products.
• Act as a technical liaison or subject matter expert in matters of support to cross-functional NICE inContact departments.
• Gather and interpret customer requirements, draw appropriate conclusions, and suggest next steps to customers.
• Attend meetings and trainings as required.
• Provide leadership through coaching, feedback, development goals, and performance management.
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
• Responsible for recruiting, hiring and firing for the department.
• Quality monitors employees and discusses the results.
• Attend CCB of the network to ensure we are meeting customer’s needs and send out any customer notification/maintenance.
• Submit, coach and practice KCS in the workflow and enter knowledge into designed knowledge base.
• Ensure the team is practicing KCS and are at least to an author status after 60 days of hire.
• Coach and develop others- actively.
• Foster open and cross-functional communication.

To Land This Gig You’ll Need:

• Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
• 12+ years in a technology related field or technical support position in software, telecommunications or LAN/WANs
• 5+ years in a management-related position.
• Excellent problem-solving skills
• Demonstrated technical problem solving proficiency
• World class customer service and communication skills, both verbal and written
• Solid understanding of TCP/IP fundamentals
• Ability to multitask and work well in a fast-paced environment
• Proficient in Microsoft Office applications
• Advanced troubleshooting directly with end-user customers

Experience Preferred:

• Advanced TCP/IP experience
• Basic to advanced understanding of telephony
• Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling
• Experience in scripting using web services

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.