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Director Customer Support

Director Customer Support

Limelight NetworksTempe AZ
30+ days ago
Job description

Job Purpose : The Director Customer Support is part of the Operations Management team and is responsible for managing and leading the Customer Support team. In this role you will be responsible for first and second level 24 x 7 support to Limelight Network’s customers and potential customers.This position requires an experienced leader who is comfortable working in a fast-paced and dynamic environment.This position will interface with Limelight Network’s Customer along with the internal Engineering, Operations, Systems, Development, Account Management, Professional Services and Sales teams. Essential Functions :

  • Manage the Tier I and Tier 2 Operations teams including recruitment, training and mentoring of staff.
  • Provide leadership and guidance in managing, monitoring, measuring and improving the Customer Support experience.
  • Develop and implement standard Customer Support processes, procedures and metrics reporting.
  • Provide leadership and oversight of incident, problem and change management.
  • Develop and implement documentation to manage Customer inquiries, issues and communications.
  • Ensure consistent pass down and written reports are provided across shifts.
  • Perform duties on a rotating on-call schedule as required.

Qualifications : Experience and Education (minimums)

  • Bachelor’s Degree in Computer Science or related relevant degree or experience.
  • 8- 12 years’ of Customer Support experience.
  • 8- 12 years’ of supervisory / technical lead experience.
  • 8- 12 years’ project management experience.
  • 8- 12 years’ of experience defining, implementing, and monitoring IT service level processes.
  • 8- 12 years’ of experience with incident ticketing / tracking systems.
  • Experience working in a large (7,000+ server) and complex operations environment.
  • Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols (BGP).
  • Experience with monitoring technologies including SNMP and MWS.
  • Experience with Incident Management, Problem Management and Change Management processes.

    • Knowledge, Skills & Abilities

  • Strong customer focus and commitment.
  • Excellent customer service skills with a professional demeanor. Must at all times be able to communicate clearly and effectively with all levels of customers, employees and external vendors.
  • Excellent organizational, problem solving and project management skills.
  • Expert problem solving and root cause analysis skills.
  • Ability to achieve specific results from little direction.
  • Ability to work under pressure being adaptable and responsive to organizational requirements.
  • Maintain high degree of self-motivation and independent decision making.
  • Ability to work and derive creative and practical solutions to a wide variety of complex problems in independent work environment.