Head of Technical Support (Global)

Since 1991, Caldera has been developing high-quality software for empowering the digital print & cut industry serving the graphics and textile markets. Headquartered in Strasbourg, France, we also have staff in China, Italy and the United States. We help our customers improve the efficiency of their printing production workflow with advanced prepress optimization, image processing and color management tools. Caldera’s main asset is our ability to scale up production by distributing capabilities on high demanding platforms on macOS and GNU/Linux operating systems.

Essential Duties and Responsibilities

The Director of Technical Support will supervise the worldwide technical support team situated across France, China, and North America. This team is dedicated to assisting both new and existing Caldera partners and customers. The Director is tasked with optimizing help desk operations, from overseeing service agent performance to ensuring alignment with organizational KPIs. We seek a motivated self-starter with the requisite skills, including the ability to comprehend, investigate, and replicate issues locally. As part of the Caldera support team, your objective will be to deliver exceptional support to our dealers and customers.

This role is remote and can be based in either the United States or Canada.

• Manage and coordinate a team of technical support specialists and help desk technicians to promptly address employee and customer queries, ensuring high levels of user satisfaction.

• Prioritize incoming tickets to the Help Desk and escalate, when necessary, while also assigning tasks to technical support specialists with a focus on optimizing time management, utilizing the knowledge base, and empowering customer autonomy.

• Regularly analyze logs to proactively identify and resolve potential problems before they escalate.

• Assess situations to determine the necessary resources for effective resolution, making prompt decisions even in situations with limited information.

• Conduct post-resolution follow-ups with customers to assess satisfaction levels and identify areas for improvement, implementing corrective measures as required.

• Facilitate ongoing training for technical support staff, offering guidance on career development, and maintaining comprehensive training records.

• Ensure the continuous enrichment of the knowledge base and promote the use of FAQs and bots for first and second-level support.

SPECIFICATIONS:

• Associate’s Degree is required or equivalent experience.

• 5 or more years of Helpdesk management

• Proficiency in Zendesk or a similar ticketing system is required.

• Two or more years of experience with software support in large format printing,

• Experience with large format, graphic and signage printing markets.

• Proficiency in Adobe Photoshop, Illustrator and Adobe Creative Suite.

• Excellent organizational and time management skills, with capacity for multi-tasking.

• Detail oriented, accountable and have a strong work ethic.

• Familiar with alternative print processes: digital press, offset, inkjet.

• Knowledge of the latest Operating Systems: Windows and Mac.

• Knowledge on Unix or Linux is a plus.

• Ability to work proactively in both independent and team situations.

• Ability to translate reported issues into practical software tests and scenarios.

• Required fluency in written and oral English. (French or Spanish is a plus)

STATEMENT OF NON-INCLUSIVITY

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

Work Arrangement : Remote

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function :