Director, Customer Support (Technical Support) - The CBORD Group, Inc.

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth are directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.

The Director of Customer Support is responsible for the operation of CBORD and Horizon’s Technical Support department.  The position leads a team of about 100 professionals with the goal of attaining the best in class customer experience by providing 24/7 support of our in house developed and partner provided solutions.  Leadership responsibilities include building the team, embedding best practices, and managing key customer relationships.

What You’ll Be Doing

• Develop an understanding of customer expectations, identify improvements to make that will help us to meet those expectations and execute plans for improvement.
• Implement and utilize Helpdesk best practices and standardize processes to increase service capability and drive increased customer satisfaction.
• Continuously see and act on opportunities for improving our service level to our customers.
• Develop and manage keep performance metrics which will measure the effectiveness of your team in meeting key goals.
• Analyze metrics to identify trends and take corrective action (internally and with customers).
• Develop annual plan for expenses and forecast future workforce requirements based on business trends.
• Strive to continuously achieve targeted service level standards.
• Act as an escalation point for high severity customer issues that arise from within the team
• Build, drive and manage a high-performance culture to achieve superior results and for which passion for continuous improvement is innate.
• Recruit, hire, develop and retain high quality talent
• Develop and maintain a staff training and development program focused on the customer experience as well as enhancing employee engagement.
• Develop management team increasing management skills and competencies through coaching and mentoring.
• Manage communication with team and leadership.
• Ensure compliance with CBORD and Horizon policies and standards.

 

 What You’ll Bring to the Table

•  Bachelor’s Degree or 3-5 years of related experience is desired
• 10 years of experience in Customer Support preferred
• 5 years of technical support leadership/management experience strongly preferred
• Experience supporting on premise and SaaS-based software and hardware
• Strong desire on providing the best in class customer experience
• Innovative and entrepreneurial mindset
• Excellent understanding of operational infrastructure, metrics, processes, systems and tool for running a support organization
• Excellent organizational, leadership, decision making and communication skills
• Passion for coaching and empowering team members through a supportive and collaborative management style.
• Proven experience managing multiple support teams, directing and maximizing the benefits of collaborating teams.
• Excellent project management skills, including demonstrated ability to manage projects across teams.
• Proven ability to managed high pressure customer situations and respond in a way that drives customer loyalty.
• Self-directed with ability to follow process and meet deadlines and quality expectations
• Excellent ability to manage multiple tasks, changing tasks and focus as needed
• Excellent time management, decision-making and organization skills

What’s Good to Know

• Willing to assist during emergency situations, which may require nights or weekend work
• Ability to make business trips, as needed. Travel expectancy 30%

 Who You’ll Work With

•  Technical Support team
• Technical Support Management team
• Other team members across all departments (Support, Development, Product Management, QA Sales, Supply Chain, Professional Services)
• Clients/Customers
• Third party vendors

Why be a part of the DREAMteam (DREAMperks)

Stay Healthy

• Eligible team members have access to a robust health insurance plan on their first day of employment
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
• Access to an Employee Assistance Program

 Enjoy Time-Off

Eligible team members are granted with the following paid time off annually:

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 10 paid holidays each year
• Sick Time: 5 sick days; pro-rated during the first year
• Personal days: 3 personal days; pro-rated during the first year

 Plan for the Future

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact

DREAMcares (The Company’s outreach initiative to support our extended community)

• Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Executive