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Vice President of Customer Support

Company Name:
Insperity
As a community-minded fleet management partner to school districts, commercial, private and municipal fleets, our client moves fleets, large and small, toward increased efficiency and safety. From their headquarters in Indianapolis,
indiana
and with the help of a growing team of Transportation Directors and Software Developers, our client has been empowering companies to make the best fleet management decisions on a budget since 2002.

We are always looking for talented professionals to succeed and grow with us. We value innovative people who are looking for a challenge and are able to adapt to rapid and continuous change. As a valued
employee
, you must be flexible and able to meet any challenge that comes your way.

Vice President of Customer Support

You are adept at providing exceptional customer service while remaining organized and on-top of all tasks. You understand going above and beyond is not just a phrase but a way of life. We are seeking a detail-oriented individual to deliver excellent technical support to customers. You will oversee first and second line application support for the Silverlining product suite and associated technologies, as well as, act as an advocate for the customer by offering feedback on the impact of changes within company products, policies and procedures.

Responsibilities:
Strategy and Planning

Develop and maintain procedures to enable high quality support for Silverlining customers
Develop and maintain reporting metrics to allow successful and consistent support
Develop and maintain in-service training and document resources for support teams
Engage customers during sales, project and post go live stages to discuss ongoing support requirements and issues
Assist with the development of contracts specifically in relation to the support agreement, SLAs etc.

Departmental Management

Constantly review and update the resourcing requirements for successful support delivery, to include correct levels of staffing, appraisal and constant feedback to the team, infrastructure resourcing and maintenance
Report to senior management on key targets and attainments, alerting any risks and incidents of note where required
Recruit tier 1 and 2 Software Support Analysts

Tactical Incident Management

Act on high severity incidents
Offer assistance in diagnostics of incidents
Handle escalation and troubleshooting
Develop fast acting, productive teams drawn from multiple areas of the company to effectively address product fault
Proactively monitor and communicate failures in the support process to the team to minimize mistakes in the day to day running of the department

Qualifications:

College degree in a technical discipline
5+ years of experience in application support for a software development company
2+ years of experience in application support management or team leader role
Salesforce.com experience a plus
SaaS software support

Benefits:
In exchange for your hard work and dedication, we offer:

Competitive salary based on experience plus commission/bonus
Medical, dental, vision and life insurance
Continuing career education options
Paid time off
401K

We work to maintain a stimulating and supportive environment for our employees, where people can learn and grow with the company. We encourage a collaborative, creative environment where each person has a significant role in the development of high-impact programs that deliver strong ROI for our clients.

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