Director of Support

Downtown St. Petersburg, Fl Full-time

Director of Support

The Director of Support will provide general supervision and technical guidance to the Tier 1, AE and Senior AE teams in the support of all Focus districts. The Director of Support maintains ultimate responsibility for assuring support teams are supporting the needs of the districts through escalation of issue tickets, development and monitoring of change requests, weekly status calls and as-needed onsite visits.

 

Expected Education and Experience:

  • 4-year Bachelor’s degree or a year of experience in a similar position within education or at least 4 year in technology-related industry
  • Background in an educational setting is strongly preferred
  • Experience with Focus School Software a plus
  • Experience in management through education a plus



 Qualifications:

  • Demonstrate solid character, integrity, and share our small business ethics
  • Expect a fast-paced environment with on-the-job training and an independent learning plan.
  • Attention to detail
  • Organizational and prioritization skills
  • Understanding of School district operations
  • Understand all aspects of Focus School Software
  • Excellent “people skills,” a natural leader with the ability to motivate, facilitate project movement, and keep the district’s confidence high
  • Problem-solving skills
  • Leadership skills
  • Desire for customer satisfaction and product quality and reliability



Job Responsibilities:

  • Provide definition of team Building Strategy to encourage efficiency
  • Directly lead T1 team
  • Coordinate AE, Senior AE and T1 interaction
  • Monitor escalation of issues
  • Monitor CR for proper documentation
  • Communicate with QA on testing status impacting AE, Support and implementation teams
  • Establish regular meetings with all teams
  • Review documentation of district processes
  • Effectively monitor ticket counts
  • Effectively monitor documentation from weekly calls and on-sites visits
  • This position is a full-time position in the St Pete Office
  • Work with executive team to provide updates on overlapping issues
  • Work with executive team to provide updates regarding concerns with internal processes, communications, support of districts
  • The ability to work additional hours as needed to meet deadlines for approaching releases
  • Willingness to step in for T1 or AE as needed
  • Review UAT/CR documentation for effective testing – update test cases as needed

 

  • Perform internal training
  • Run advanced ZenDesk statistic reports daily to analyze Agent’s performance
  • Provide weekly performance reports to Executive Team
  • Perform random reviews of ZenDesk calls to ensure accuracy and professional etiquette

 

Job Requirements:

 

Focus School Software’s compensation package offers the following benefits:

 

Medical Insurance


Dental Insurance


Life Insurance


Short and Long Term Disability Insurance


401(k)


Paid Holidays


Paid Vacation and Sick Time


Casual dress code when in the office


Paid parking in downtown St Pete


Free lunch on Fridays when in the office