Director of Software Support
Company Information
Inntopia is a rapidly growing, privately held company located in the picturesque town of Stowe, Vermont. Inntopia is a leading provider of travel technology and services to Resorts, Destination Marketing Organizations, Central Reservation Agencies, Activity Providers, Web Portals and other Travel Suppliers, Aggregators, and Resellers.
Description/Job Mission Statement
Provide implementation, training and on-going support services for clients using the Inntopia software and service products to insure the highest level of client satisfaction.
Responsibility
The Director of Software Support Services is responsible for managing the day-to-day operations of the Support, Implementation and Training teams. The director is responsible for ensuring the delivery of the highest quality of customer service. The director will provide leadership and guidance, and promote teamwork, and knowledge sharing. The director is responsible for the implementation of Inntopia’s software products for new clients, post-implementation client support, and training of new and existing clients.
Primary Duties and Responsibilities
Leadership:
- Responsible for establishing and maintaining a productive attitude in the technical support group, presenting challenges in a positive light, and offering practical approaches to overcoming difficult challenges while treating all individuals with respect.
- Look for innovative ways to improve the efficiency of the group while maintaining the superb level of service that differentiates Inntopia.
- To lead by example, exuding positive energy and enthusiasm, inspiring others, encouraging teamwork and co-operation and ensuring that team members live and breathe the company vision and values at all times.
- Ensure that performance appraisals are conducted for each member of the team, and that all have the appropriate skill set to achieve their objectives and are competent in their roles.
- Ensure that company policies are implemented consistently and that fairness, reasonable standards in the treatment of people, equal opportunities, and work/life balance are maintained to create a positive work environment and minimize risk of action taken against the company.
- Interact and communicate with other internal departments on behalf of Software Support staff to ensure the group is aware of scheduled releases, new feature training, documentation, and facilitate client communication.
- Define program budgets and time tracking processes for service groups.
- Attain high level of knowledge and understanding of Inntopia products, systems, and overall business goals.
- Develop performance management goals to ensure each individual’s goals are in line with the corporate goals and objectives. Meet with staff regularly to provide guidance, address questions, and review due dates.
Services Delivery:
- Promote and maintain the highest level of professionalism, processes, best practices, and knowledge sharing within the Software Support Team to ensure outstanding quality and consistency is delivered at all times.
- Responsible for defining and overseeing new and existing program definitions and processes.
- Assist the support team with providing outstanding support to our customers and business partners.
- Establish support call volume benchmarks and incident tracking processes.
- To work as part of a team to achieve the group and departmental goals.
- To ensure that all Training documentation is maintained by the Professional Services Team to a high level of accuracy and quality.
- Identify opportunities for new service offerings such as e-learning or additional business opportunities to enhance value added services and support growth of the business.
- Assess training needs and ensure that the relevant level of training, development, and coaching is available to all team members.
- Participate in on-call pager/cell phone support as needed.
- Ensure that the Support Team has the necessary in-depth knowledge of all Inntopia products.
- Document and improve procedures and protocols for the Software Support department.
- Communicate regularly with other departments and programs keeping them abreast of new developments and also to provide a network of support and assistance.
Planning/Recruiting:
- Responsible for staff projections, budgeting, recruitment, interviewing, and hiring.
- Ensure a thorough knowledge and understanding of company and department targets for revenue and profit, and administrative and billing procedures and systems.
- Have a good understanding of customer’s business drivers and needs in order to provide quality service and maximize opportunities.
Required Education, Job Related Skills and Experience
- Bachelors degree in business management or related field with proven on the job management experience
- 5-7 years managing client technical support in software or related IT business
- Computer skills including proficiency in MS Office applications
- Proven strategic planning skills with a level of technology and budgeting experience
- Strong organizational skills, able to handle multiple tasks simultaneously
- Ability to perform duties with limited oversight
- Ability to work well under deadlines
- Strong analytical problem solving, writing, and verbal skills
- Positive, upbeat, and customer-service oriented
- Willing and able to learn new skills as required
Additional Desired Skills
- Ability to write and speak additional languages
- Strong negotiation skills