iCIMS Talent Acquisition Looking for Director, Technical Support at Gachibowli, Hyderabad, Telangana Full Time

Overview:
This role reports into Managing Director, India with a dotted line functional reporting to SVP, Technical Support in US. The Director of Technical Support drives and manages iCIMS world-wide customer support activities by adhering to world class standards and service levels. Core duties include leading the escalation process and all aspects of a support team to keep them motivated and responsive to customer needs. Accountable for determining and implementing the strategy and driving optimization and quality improvement within the India team consisting of both full time and contract work force.

About Us:
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We’re dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities:
Develop and grow a team of Support Engineers to deliver world class customer service

Instill a Drive for Excellence throughout the team

Measure the effectiveness of support:
Define operational metrics for team.

Create cadence for review within team.

Expose subset of metrics to executive team, and company.

Oversee support process flow and procedure compliance to ensure individual and team’s efficient delivery of activities.

Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

Foster and facilitate the professional growth, engagement, and development of team members

Create efficient onboarding process for new team members to minimize learning curve.

Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance

Conduct quarterly reviews with iCIMS executive leadership

Drive continuous improvement in processes through innovation and automation and cutting-edge technology

Develop a repository of knowledge out of the on-going work with customers and utilize that to enhance the quality, speed, and productivity of the team.

Drive customers to self-service first via the customer service portal and ensure skilled and empowered agents are providing support with more complex questions and requests.

Ensure support ticket queues are prioritized and delivered to improve efficiency and client satisfaction.

Partner with Engineering and Product Management to provide the voice of the customer, identify the types of issues that generate the most Support contact volume, and evolve the product to eliminate the highest support volume generators.

Provide input and feedback, from a customer perspective to Product Management, on solution features, and functionality.

Qualifications:
15+ years of experience with at least 5+ year experience managing a Support team through Metrics and SLAs

Proven expertise with SaaS solutions and Cloud technologies.

Proven ability to provide guidance and coaching while empowering staff to perform their role

Ability to manage influence through persuasion, negotiation, and consensus building.

Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.

Excellent verbal and written communication skills

Excellent planning and organizational skills

Excellent presentation skills and ability to motivate teams

Expertise in MS Excel and PowerPoint

Knowledge of HR / Recruitment Software domain is a plus

EEO Statement:
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].