Position: Director of Customer Support

Location: Santa Clara, CA


Our client is a privately owned networking infrastructure company
developing innovative end-to-end broadband IP television solutions in
the telecommunication and enterprise markets.

Key Responsibilties:

Develop, direct, and shape our company’s customer service strategies
and activities to improve customer satisfaction and enhance our
clients’ reputation in customer service excellence. Ensure customer
satisfaction through prompt resolution of customer phone inquiries
and issues in the technical support area. Participate in key
management level decisions affecting the operations of the company.
Responsibilities include, but are not limited to, the following:

- Developing and implementing customer support plans, policies, and
- Training, motivating, and driving a team of technical support
- Interfacing and driving other departments to provide timely
solutions to customer issues
- Working in conjunction with other departments to improve internal
processes for support
- Informing management of issues/performance of company’s products
- Developing personnel policies to increase productivity, teamwork
and quality of service
- Allocating personnel resources effectively on time and within budget
- Organizationally increasing the awareness of the importance of
excellent customer support

Skills Required:

- 3+ years experience as Customer Support Manager, or Director-
level experience
- Proven track record in defining and leading a technical customer
support organization with a strong sense of urgency
- Excellent knowledge of the telecommunication industry
- Experience managing small to mid-sized support teams solving
complex technical issues in one or more of following technologies:
client/server application, IP networking, MPEG video compression,
Oracle, and/or Linux
- Excellent understanding of all areas of business operations and
able to effectively work with all departments within the organization
to promote customer service excellence
- Strong leadership and interpersonal skills

Education: Bachelor’s Degree in EE or CS

Contact Information:

Cecilia Davidson
AC Search Group
(408) 705-2131
cecilia AT acsearchgroup DOT com