Senior Director, Technical Support - Hosted - Nuance (Melbourne, FL)

Senior Director, Technical Support - Hosted Category: Customer Service / Support - All Openings Pos. Type: Full Time Responsibilities: Strategic planning and execution to enhance productivity and efficiency throughout the Technical support function driving the highest levels of customer satisfaction and loyalty. Develop and direct the operational metrics management of the Technical Support Call Centers. Institute best practices, benchmarks and monitoring techniques that will ensure higher productivity and customer satisfaction. Maintains costs to support mission and overall business financial objectives. Improve employee process and clinical knowledge through training. Implement processes and systems that will generate higher productivity and reporting accuracy. Participate in vendor negotiations for support technology solutions to ensure product relevance, productivity impact and efficiency gains. Qualifications: Bachelor degree, MBA and / or equivalent experience 5+ years of increasing responsibility in Professional Services. 10 - 15 years of experience in consulting and/or technical product support. Knowledge of various ACD call routing, Call processing, CRMâ s systems. Significant knowledge of the Healthcare IT, software development and implementation Strong knowledge in Technical Support / Call Center Best practices and Industry standards. Strong understanding of Customer Satisfaction metrics drivers. Strong leadership and people management skills. Excellent communication and presentation skills. Collaborative approach. Ability to deal with senior executives internal and external to CxO levels. Ability to adapt to fast-changing environment/change management skills. Willing and able to work long hours and weekends as necessary. We offer a competitive compensation package; including stock options, employee stock purchase plan, 401(k), full health and welfare benefits and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our fast growing track of continuing success. Nuance is an Equal Opportunity Employer. Overview: Apply for this job: Your application choices are: Apply for this jobonline Refer a friend to this job Source:

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