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MetaComet Systems Inc

29 College St.
SOUTH HADLEY, MA 01075
Website:MetaComet.com

Company Description:
MetaComet® Systems is a leader in providing tools and services (e.g. The Royalty Tracker® Platform) to help publishing companies automate their Royalty Management Life Cycle from acquisitions to payments, as well as to manage their intellectual property licensing.
Salary Range:Location:
SOUTH HADLEY MA
Job Type:Category:
Full TimeInternet/Information Systems/New Media
Education Level:Work Experience:
Bachelor's Degree
Preference: Required
5+
Preference: Required
Skills/Certifications/Licenses:
Project Management - Preference: Nice to have
Quality Assurance - Preference: Nice to have
Customer Support - Preference: Nice to have
SQL - Preference: Nice to have
Description:
MetaComet® Systems, a leader in Intellectual Property Management software solutions, has an immediate need for a high-performing Director of Operations. The company is rapidly growing, profitable and emerging as an industry leader. This is a hands-on management position that reports to the COO.

Key Responsibilities Include:
• Managing Support Operations
• Implementation Project Management
• Quality Assurance Oversight

Additionally, the Director of Operations will take the lead on specific projects to strengthen organizational infrastructure through process definition and formalization.

QUALIFICATIONS:
The successful candidate has a strong background and extensive experience in supporting software products and operations.

• 8+ years software customer service experience
• Extensive project management experience - certifications are a plus
• Excellent interpersonal and communication skills
• Calm – doesn’t get flustered by challenging support calls
• Strong writing skills
• Mastery of multiple software platforms (helpdesk, CRM, database, etc.)
• Comfort working in a small office environment (~10 employees)
• Fast learner
• Ability to work independently
• Proactive

This person will be committed to our customers’ success and their strongest advocate.

COMPENSATION:
MetaComet offers competitive compensation and a generous benefits package.

DETAILED JOB DESCRIPTION:
• Management Functions
o Supervising our other Customer Service personnel
o Prioritizing support issues
o Generate Statements of Work for larger projects
o Generate and monitor billable support work
o Maintain support dashboard
• Hands-On Customer Support
o First line support for customers
? Phone
? Email
? Support site
o Training
? New users
? Existing users on new or existing features
• Implementations
o Project management
o Customers’ requirement and specification gathering
o Setting up new customers
o Configuring systems
o Basic data migration assistance (advanced tasks handled by engineers)
• Customer Relations
o Perform customer interviews and surveys
o Introduce enhancements and manage customizations
o Manage upgrades
• Quality Assurance
o Oversee and manage testing on MetaComet products
o Develop test plans and scripts for new features
o Perform product testing
• Documentation
o Update and maintain customer service policies and procedures
o Update and maintain user guide
o Migrate User Guide to Online Knowledge Base
o Create, update and maintain guides for various features and processes
o Write technical specifications for new enhancements and updated features
o Release Notes for new releases of software
• Miscellaneous
o Assist with other tasks as needed. Because MetaComet is a small company, everyone must be willing to do everything.
o Coordinating with engineering team to resolve advanced issues and implement enhancements as needed

TRAVEL
• Occasional travel may be required – approximately 2-4 trips per year
• Most support and service done through online meeting software (GoToMeeting)
Requirements:
• 8+ years software customer service experience
• Extensive project management experience - certifications are a plus?
• Excellent interpersonal and communication skills
• Calm – doesn’t get flustered by challenging support calls
• Strong writing skills
• Mastery of multiple software platforms (helpdesk, CRM, database, etc.)
• Comfort working in a small office environment (~10 employees)
• Fast learner
• Ability to work independently
• Proactive?


Boxcar Media, LLC  • North Adams, MA 01247 •  Tel: 413.663.3384 • Fax: 413.664.4251 • Email: info@jobsinthevalley.com