Head of Product & Application Support

Fetch Recruiting, Inc.; Los Angeles (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

A recruiting firm focusing on tech support talent is seeking a Director of Product/Application Support in Los Angeles. You will be responsible for managing a team, providing technical assistance, and ensuring customer satisfaction while troubleshooting product issues. The ideal candidate has at least 4 years of experience in application support and has successfully managed teams of 10 or more. Join us to make an impact in technical recruiting and support.

Qualifications

• 4 years providing Product/Application support/troubleshooting.
• Managed a team of 10 or more.
• Knowledge of VoIP is a plus but not required.

Responsibilities

• Provide technical assistance through various channels.
• Solve customer problems and communicate with QA and Engineering.
• Serve as the final point of escalation for application support.
• Ensure outages are responded to in a timely manner.
• Contribute to product knowledge documentation.
• Provide coaching for departmental employees.
• Responsible for key performance metrics including customer satisfaction.
• Analyze data trends and user feedback for enhancements.
• Identify process improvements for accuracy and efficiency.
• Monitor SLA’s and publish reports.
• Supervise up to 15 employees.

Skills

Product/Application support

Team management

Technical troubleshooting

Multitasking

Data analysis

Job description

A recruiting firm focusing on tech support talent is seeking a Director of Product/Application Support in Los Angeles. You will be responsible for managing a team, providing technical assistance, and ensuring customer satisfaction while troubleshooting product issues. The ideal candidate has at least 4 years of experience in application support and has successfully managed teams of 10 or more. Join us to make an impact in technical recruiting and support.