Level 2 Technical Support Engineer troubleshooting and resolving customer issues related to Foxit software products. Handling escalated cases and supporting application updates while maintaining quality communication.
About the role
- Global Director responsible for managing worldwide Technical Support organization at Packsize. Leading a team to ensure high customer satisfaction and technical excellence.
Responsibilities
- Lead and manage a global team of Technical Support managers and technicians
- Design and implement processes, tools, and training programs that drive technical expertise, efficiency, and exceptional customer service
- Set and monitor performance metrics, including response times, resolution rates, and customer satisfaction scores
- Foster a culture of continuous improvement, collaboration, and professional development within the technical support organization
- Work closely with engineering, product, and field service teams to resolve complex customer issues
- Analyze support data and customer feedback to identify trends, root causes, and opportunities for proactive support and product improvement
- Manage budget and resource allocation for the global technical support function
- Represent the technical support organization in executive meetings and cross-functional initiatives
Requirements
- Bachelor’s degree in technical field (Engineering, Computer Science, or related discipline), or equivalent experience
- 10+ years of experience in technical support or customer service, with at least 5 years in a leadership role managing global teams
- Strong understanding of remote troubleshooting, call center operations, and customer service best practices
- Experience with CRM, ticketing, and remote support software
- Proven ability to drive process improvement and change management initiatives
Benefits
- Professional development opportunities
- Reasonable accommodations in the application process for qualified individuals with disabilities
- Equal Opportunity employment commitment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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