Director of Support (Development)
Here at LLT Group we have a booming support division for maintaining and providing technical customer service to our clients. This is where you come in. We are looking for someone that can help us optimize and grow the division with our direct help.
- Domain Handling
- Documenting hours for Support-Clients
- Handling issues that bypass the established flow
- Delegate an issue to the appropriate resource
- Prioritizing issues and requests
- Updating legacy sites
- QA Testing
- Launching a site
- Project Scoping
- Performing edits for sites in development
- Managing Logins
LET’S BE HONEST
Right now things are a little discombobulated, but they are easy to fix. We have an extremely lean team managing the process and as a company and culture we want to invest more time in making the experience internally and externally (for clients) better. Don’t get us wrong, our ticketing and support process is working…we are just being super picky about optimizing it.
What we need is someone who is passionate about support, business and helping customers achieve their site goals.
If you are the kind of person that enjoys the challenge of not only technical troubleshooting but growing into a position whereby you take more and more business initiatives on, this is the position for you. We are looking for someone to “own” the support and maintenance division, grow a team underneath them and help to build optimized processes and revenues.
This position will be given autonomy over the division to help make business decisions that drive better service and internal process. It will start with needing resource / team allocation expertise and of course the technical backing to jump in and make alterations when needed.
In the beginning it will include making sure you can jump in and provide technical fixes to clients, but only to help you understand and establish a process that you can hand off to others. We have support members of the team currently, it simply needs a leader.
We expect within 3-6 months the role will grow into having technical support members within the team and many of the responsibilities your role requires is that of leading, planning, strategizing and acting as a director.