Support Supervisor Peak 10
THIS JOB HAS EXPIRED General Description:
As a Peak 10 Support Supervisor you will oversee the daily operations of Peak 10 Support. You will be responsible for assessing the quality and accuracy of event management and support requests as well as provide on the job training and coaching to all Support staff.
? Individual will be responsible for daily management of Peak 10 Support personal.
? Individual will also be a primary escalation point for ongoing issues, and will report escalations to the Senior Manager of Support Services.
? Individual will be responsible to ensure Technical Team Lead provides a daily report regarding aged tickets to Solutions Support Center management.
? Individual will be also be a primary customer contact in the event of a problem with a customer requiring assistance or escalation beyond the Support Technical Lead.
? Individual will be responsible for assisting in production of the Monthly report, as well as any other required reporting and metrics assessments.
? Be an advocate for customers by maintaining a proactive approach with clients
? Provide feedback on products and/or processes.
? Produce technical bulletins and related documents to share knowledge with internal staff and external customers.
? Work with clients in a professional, courteous manner to promote customer satisfaction.
? Pursue, request and attend training classes to increase knowledge level in related fields. ? Assist in ensuring team adherence to any specified quality programs and initiatives.
? Be responsible for Scheduling of Support personnel utilizing a workforce scheduling tool or model.
? Motivate staff and maintain good morale
? Assist Senior Manager of Support Services to carry out regular appraisals, assess and discipline staff
? Perform Monitoring and Reporting on Telephone, Email and Incident Handling by Solutions Support Center team members.
? Establish and maintain policies and procedures for day-to-day operation of the Support department.
? Maintain involvement in the handling of customer service escalations
? Participate in local and regional client site events and workshops
? Provide staffing, and organizational input for the department
? Establish communication with other support groups and associations
? Proven Leadership
? Exceptional Time Management
? Understanding of Best Practices of the Help Desk
? 4 year Computer Science, Business and/or Communications degree or equivalent
? 3 - 5 years of experience in a customer service/support environment
? 2 + Years in a Team Lead role
? Microsoft Certified Professional (or higher) certification.
? Microsoft Windows systems administration and networking experience
? Familiarity with troubleshooting and trouble ticketing methods/applications
? Project management exposure; exceptional time and priority management skills
? Ability to understand the business impact of critical situations
? Ability to clearly verbalize the technical/business issues with customers
? Ability to establish efficient policy and procedure in a support environment
? Excellent verbal and written communication skills with ability to talk to both technical and non-technical audiences
? Domestic travel may be required. On call duty required.
||Nashville, TN |
THIS JOB HAS EXPIRED