Support Director at Productive Edge

| Chicago
!Sorry, this job was removed at 4:57 p.m. (CST) on Wednesday, March 18, 2020

Description

 

Why would a Support Director want to make a move to become a member of ThinkTime’s high-performing team? You can anticipate the following; 

  • Spend time as an integral member of the leadership team, leading a team to continue building robust enterprise support processes and procedures in a global environment.
  • Collaborate directly with the Managing Partner and VP of Engineering to drive technical support change and continued team growth and development.
  • Interface with key stakeholders to identify trends and adapt to a nimble technology, environment, and retail industry. 
  • Evaluate technology solutions to make informed recommendations.
  • Utilize skills in Jira/Service Desk, or similar support technologies.
  • Leverage application performance monitoring (APM) experience. (i.e. New Relic, rackspace).
  • Manage internal and external technology dependencies and risks, create contingency plans for critical technologies.
  • Ensure that SLAs are met and that quality targets are reached and maintained.
  • Compile reports on SLA and Customer Satisfaction metrics by Customer, ensuring we have visibility the top issues each client is facing.
  • Work closely with the product team, ensuring that product feature requests are logged and worked regularly with the product team.
  • Provide mentorship, troubleshooting, debugging, and problem solving aid to team and colleagues. Act as player/coach based on need.
  • Opportunities for technical and leadership growth, including training, working with new technologies, and certifications.
  • Most importantly, you have a bright future leading support teams and staying involved with the latest modern tech.

 

How can you get in on this unique opportunity and excel, as a leader focusing their career as a Support Director? You would make use of the following experience and skills:

  • Experience managing and developing mobile/SaaS teams that deliver support to a global enterprise solution.
  • Experience implementing support methodology, process, and procedures in an Agile environment that includes offshore teams. 
  • Knowledge of SQL and experience with Microsoft SQL Server. Knowledge and experience with AWS, Azure, Google Cloud.
  • Ability to efficiently allocate incoming requests to the team, prioritizing actions and monitor team resources so that customer deadlines are met.
  • A problem-solver, who’s able to create and implement a methodical approach, having strong oral and written communication skills with the demonstrated ability to communicate with customer business and technology stakeholders
  • Finds fundamentals to be important by achieving a Bachelor’s Degree in Computer Science, or equivalent technology focus

 

About ThinkTime

What’s unique about our product is it’s intuitiveness and ease of use while providing an extensive and sophisticated feature set for our customers, solving their real-world business needs. At ThinkTime, we won’t waste time building features that don’t support your corporate mission. We keep our focus on the real-world problems retailers face, and the unique needs of our customers. We know modern retailers still struggle to distribute tasks, support associates, and ensure that work is completed efficiently and to a consistent high standard.

Our mission is to create clear, intuitive task, communication, store audit tools that boost performance at every store and engage every associate. We believe every tool we build should be as useful as it is user-friendly. And we believe every dollar you invest with us can and will be returned many times over.

 

Our Parent Company

Productive Edge is a global Digital Transformation Consultancy that enables Enterprise organizations to continually evolve their digital strategy. They specialize in Custom Enterprise Software, Modern Mobility, Artificial Intelligence, Cloud, Digital Experience, Blockchain and Virtual Reality solutions. The firm’s client portfolio spans a variety of verticals, including many Fortune 1000 clients in the Healthcare, Retail, Financial Services, Sports and Entertainment industries.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • angularLibraries
    • VueLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • Visual StudioDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • Constant ContactEmail
    • MailChimpEmail

Location

PE is in trendy River North with great bars & restaurants nearby. Plus, the office is easy to get to with various train & bus stops being close!

An Insider's view of Productive Edge

What’s the vibe like in the office?

I like working at Productive Edge because my teammates empower me on a daily basis to do my best, challenge myself and always stay open to learning new things.

Tory

Digital Marketing

What kinds of technical challenges do you and your team face?

There is a very special atmosphere for developers at Productive Edge. Technology is constantly changing and in every project, I am challenged to do something – big or small – that I’ve never done before. That atmosphere keeps me motivated in constant learning, which is essential for a good software developer.

Nadezda

Senior Architect

What does career growth look like on your team?

From our interns up through our managing partners, we believe everyone has the opportunity to learn from each other. We run flat where our directors and partners are the front-line working with our team to ensure they are heard and have a clear growth plan in place. Yes, the door is always open.

Tim

Delivery Director

What unique initiatives do you have that encourage innovation?

Productive Edge takes a realistic and practical approach to innovation and growth. This approach makes complex ideas and technology trends accessible and understandable across the organization. PE really inspires our people to push their skills and grow in new ways. It is an exciting organization to be a part of.

Paul

Delivery Director

What are some things you learned at the company?

I've learned the importance of teamwork and communication. At PE, all projects are team-based with a lot of things in motion during each step of the process: from the sales team to the delivery teams to the finance and leadership teams. Having that camaraderie and communication makes a smooth process that works internally as well as for clients.

Kate

Finance Manager

What are Productive Edge Perks + Benefits

Productive Edge Benefits Overview

Work Hard, Play Hard
Celebrate often is our motto. Celebrate the success of others and the work accomplished. From quarterly outings to weekly events, to just hanging around in the office after work, we celebrate with those around us for making our company great.

Community Appreciation
We love to share our passion for technology with others. Learn more about the ways we're empowering our Chicago community and how you can get involved.

Culture
Volunteer in local community
The goal of PE Cares is to share our knowledge of tech with the surrounding community. We also offer various opportunities for our employees to volunteer for causes that are most important to them.
Partners with Nonprofits
Productive Edge partners with various nonprofits such as the UIC Black Tech Scholars, TechGirlz, Lincoln Park Conservancy, and The Birthday Project to name a few.
Friends outside of work
Eat lunch together
Intracompany committees
Productive Edge has a Social Team for coordinating fun around the office as well as our quarterly events. There are also different Special Interest Groups to join!
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Paid industry certifications
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