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Director Global Help 24

ACI Worldwide

This is a Full-time position in Norcross, GA posted November 8, 2021.

Oversees the application support of corporate customers by support specialists, who are troubleshooting and resolving issues associated with sophisticated software systems/applications.

Supervises support personnel that respond to situations where the software system has failed to operate as designed.

Establishes and maintains lines of communication with corporate customers and internal personnel to ensure effective and timely resolution of issues.

Selects, develops, and evaluates personnel to ensure the efficient operation of the HELP 24 function.

Manages activities of two or more sections or departments.

Exercises supervision in terms of costs, methods, and staffing.

 
Job Responsibilities: 

–  Directs and oversees the Help 24 support services.

–  Distributes work assignments, selects, trains and manages staff; conducts performance and salary reviews; coaches and motivates team members; monitors and evaluates staff performance and provides counseling and career mentoring; performs other human resource functions for the team; and develops and manages budgets.

–  Provides direction and customer management for controversial problems.

–  Escalation point for high-priority customer issues.

–  Enforces global best practice initiatives and works closely with other internal teams
–  Perform other duties as assigned 
–  Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Knowledge, Skills and Experience required for the job:

–  Bachelor’s degree or equivalent experience.

– 15 years related experience.

–  Previous management experience required.

Preferred Knowledge, Skills and Experience needed for the job:

–  Excellent verbal and written communication skills
–  Software Customer Support experience
–  Financial-related experience such as banking, payment processing, etc.

Work Environment: 

–  Standard work environment
–  Majority of time spent on PC (Phys.

Req.)
–  Minimal travel required


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