Job Description

The Technical Support Director will lead the Technical Support team and assist the Sales Team in developing and promoting a team culture of efficiency, competency and continual improvement. The Technical Support Director will be a hands-on manager that will be responsible for developing and growing Technical Support team members, both professionally and technically. Finally, the Technical Support Director will serve as the quality of service layer, helping other managers assure that quality standards of the team are met.

Responsibilities

• Recruit, supervise, coach, evaluate and develop employees that will be performing the following type of work: 
   o Install software and related updates on our largest customers’ systems
   o Actively participate in pre-installation meetings and proactively provide input on technical needs in customer environments
   o Strategize with sales, professional development, and other technical team members to assess the best way to meet or exceed customer requirements and ensure satisfaction
   o Diagnose, troubleshoot, and resolve challenging technical problems
   o Assist with the handling of custom programming/enhancement requests from customers
   o Perform User Acceptance Testing (UAT) on new versions of the installer and updater
   o Participate in continual improvement of our products and services by escalating issues, reviewing technical documentation and working with Development and other internal departments as needed
   o Mentor junior techs within the Customer Support and Services organizations
   o Maintain customer account records and completes daily activity updates to cases within CRM.
• Assist technical support team members through resolution of complex technical issues
• Perform case audits and process audits for all layers of the support organization, providing insights to improvement for organization
• Handle project management duties as assigned
• Handle all situations with an attitude of flexibility while keeping in mind that sticking to existing policy is important but not always paramount
• Use good judgement in all situations – especially when company resources or potentially setting a precedence is involved
• Perform other duties assigned by management as needed

Required Experience

• Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
• 3-5 years’ experience in a demanding web application environment in either a support, implementation, services or development role
• 1-3 years’ experience managing technical personnel in a demanding web application environment

Preferred Experience

• Must have proficient technical knowledge of the following including installation, planning, implementation, diagnostic and troubleshooting techniques:

o   Network infrastructure and protocols e.g., SDN etc.

o   Hyper-Convergence

o   Operation Systems such as Windows, Linux…

o   Block and Object Storage 

• Collaborative, team-player mind-set
• Positive attitude and commitment to quality
• Demonstrated ability to communicate effectively with peers, team members and customers, during normal and stressful situations

Job Location : Hong Kong

Leading Cloud Service Provider

VIVAVO is a leading cloud technology providers in Asia Pacific regions. Incorporated in 2006, VIVAVO is highly regarded as an innovative technology enabler, we own and develop our unique and distinctive leading-edge technology in storage and hyper-convergence solutions. Committed to total customer satisfaction, we offer a wide range of IT solutions to major IT users in commercial, financial and government sectors.

To cope with the business expansion, we are looking for high caliber candidates to join our team for new business opportunities.