What you’ll be called: Director of Technical Support
Where you’ll work: KWRI Headquarters—Austin, TX
Named a Happiest Company to Work for in 2019; one of the Best Places to Work in Austin, TX; and featured on the Training Magazine Training 125 list seven times, Keller Williams Realty International (KWRI) thrives within a creative and collaborative culture where transforming the real estate industry through technology is our primary goal.
What you’ll do:
The Director of Technical Support will be a senior leader capable of scaling our technical support services to match our growth and evolving product portfolio. The Director of Technical Support will be responsible for building the support team and processes required to drive successful outcomes for our associates. A successful Director of Technical Support will be passionate about developing people as well as working cross-functionally to deliver value to our associates.
Essential Duties and Responsibilities:
Collaborate with the Director of Product Operations and other internal stakeholders to clearly understand all KW tech products and how they interact and best practices.
Create and implement a business plan to increase productivity, decrease wait times and increase CSTAT
Evolve key processes across the team to scale and drive customer value
Design and implement career development paths for the Support Supervisors and the TSR team
Define the critical metrics to determine team, business and associate health
Lead and promote more effective support practices and continually look for more efficient ways for the organization to provide product support.
Participate in cross-functional organizational projects.
Minimum Qualifications:
8+ years’ experience providing technical support for large, complex, customer-facing software applications
2+ years’ experience managing/supervising in a technical call center environment
Ability to effectively lead in a team environment characterized by change and ambiguity
Ability to work across functional areas (development, marketing, field, etc.) within the organization
Expert customer service skills
Expert understanding of the support tools, operations, procedures and concepts
Working level understanding of the newest disciplines, standards and techniques used in the software support operation
Working level knowledge of financial management skills
Preferred Qualifications:
Proven ability to recommend and implement alternatives for improving support performance
Demonstrated level skills in communication, organization, presentation, leadership, coaching, problem solving and negotiation
Working level knowledge and understanding of all components and technologies that comprise software support, such as Zendesk, Salesforce or other CRM systems
Who are we?
Keller Williams Realty Inc. is the largest real estate company by agent count across the globe and is number one in units and volume in the United States. Founded in 1983, we pride ourselves on an agent-centric, technology-driven and education-based culture that rewards agents as stakeholders. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, TX. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving.