Client Support Supervisor

Responsibilities

• Assume Supervisory responsibilities for Customer Support Team representatives
• Manage work schedule and availability in support systems (attendance and performance)
• Oversee timecard entry and approvals
• Monitor and manage call queue as it pertains to Support Team and customer resource needs
• Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
• Ensure Support processes are followed and identify new processes where appropriate
• Promote a Customer Centric environment and help to ensure support issues are handled in a timely manner and customers receive updates on existing tickets
• Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow up including accurate DevOps creation for ticket escalations
• Cookordinate with Tier-3 to provide Support priorities for existing escalations
• Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
• Oversee product release coordination for resolved tickets
• Train & mentor Tier-1 & Tier-2 Customer Support Representatives
• Cookordinate and lead monthly Team meetings with an Agenda sent in advance
• Suggest topics for Support training to improve team skills
• Create and distribute performance reviews for team members
• Oversee Zendesk configuration
• Assist in call queue as needed for overflow support

Requirements

• Attend and complete Kologik provided Management/Leadership Training as assigned
• Be able to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficiency in English
• High school diploma or GED is required, an Associates Degree or higher or technical certifications are highly desirable
• 2-4 years of experience as a Technical or Customer Support Representative or similar Customer Service role is highly desirable
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Aptitude for learning new technologies quickly
• Strong client-facing and communication skills
• Troubleshooting and multi-tasking skills
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer