Our client is a world leading provider of products for authoring technical publications, e-learning and pharmaceutical information.Their tools are used by some of the world’s largest organizations to enable reuse, reassembly and multi-format consumption of mission critical content. Their products serve both the Pharma industry as well as Life Sciences customers.
Company is headquartered in New Zealand and has a strong presence in the USA. Established in 2000, they have a team of more than 100 people based mainly in New Zealand, Europe, and the United States, working across Technology, Product, Quality, Customer Success, Marketing, Sales, Finance and People Experience teams.
In this role, you will lead our global Technical Support / Help Desk team, providing support for the products and services delivered to our customers. You will be passionate about continuous improvement, working on various initiatives which streamline our internal business processes and reporting, while identifying areas for improvement. This position is a key role in leading the maturity of our service offerings to our customers. The mixture of experience, skills and attitude are key ingredients in making a team succeed so we need the right people on board.
Based in the East Coast of US, you will have the flexibility of working from home, while engaging with our teams based in US, Europe and Australia.
You will be responsible for processing support tickets, providing monthly/quarterly performance reports, as well as attending customer relationship management meetings, reviewing performance satisfaction, and identifying opportunities for service improvement. You will become an expert user of our products and champion service excellence to your direct reports. This position is 50/50 -- management of the team of 4-5 and hands-on.