Director, Technical Experience (Support)

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Service Technology, Software, Artificial IntelligenceIndustries

Requirements

Candidates should possess a Bachelor's degree in Computer Science, Engineering, or a related field, with a Master's degree or ITIL certifications being preferred. A minimum of 12 years of experience in technical support, preferably within a SaaS environment, is required. Experience in managing global teams, developing support strategies, and implementing ITSM best practices is essential. Strong knowledge of incident management, customer satisfaction metrics, and cross-functional collaboration is also necessary.

Responsibilities

The Director of Technical Experience will set and execute a multi-year strategy for 24x7 global support, driving operational excellence through KPI tracking and continuous improvement. They will lead, mentor, and develop a team of Technical Support Engineers, serving as the senior escalation point for critical customer issues. Responsibilities include championing process and tooling advancements, managing budgets and partners, and collaborating with Product and Engineering teams to enhance customer experience and influence the product roadmap. The role also involves staying current with industry trends and best practices in technical support.

Skills

Technical Experience

Customer Support

Automation

Contact Center Solutions

Leadership

Strategic Planning

Operational Management

Intradiem

Intelligent automation solutions for call centers

About Intradiem

Intradiem specializes in intelligent automation solutions tailored for call centers and customer service teams. Their software automates routine tasks, enhancing workforce management and improving productivity, employee engagement, and customer experience. Clients, including both remote and in-person teams, subscribe to their Software-as-a-Service (SaaS) platform, which is accessible online and can be implemented quickly, often within 12 weeks. Intradiem's software processes large amounts of data in real-time, taking immediate actions based on set rules, which helps reduce operating costs and keeps agents engaged. The company stands out by seamlessly integrating with existing call center software and utilizing artificial intelligence for real-time decision-making. Intradiem's goal is to optimize workforce management, promising significant cost savings and improved results for their clients, making their solution a valuable asset for customer service operations.

Alpharetta, GeorgiaHeadquarters

1995Year Founded

$29.4MTotal Funding

DEBTCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

High attrition rates in call centers could challenge long-term client relationships.

Recent leadership changes may lead to strategic shifts disrupting operations.

Reliance on SaaS solutions makes Intradiem vulnerable to cybersecurity threats.

Differentiation

Intradiem offers the only complete Intraday Automation solution for frontline workforces.

Their AI-powered technology processes massive data in real-time for immediate action.

Intradiem's solution integrates seamlessly with existing call center and workforce management software.

Upsides

Intradiem's AI predicts agent attrition with 80% accuracy, improving to 90% in 2024.

Partnerships with companies like Genesys enhance customer service solutions.

The SaaS model ensures quick implementation, with clients going live within 12 weeks.

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