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Support Supervisor
| Location: | Kelowna, Kelowna, Central Okanagan, British Columbia, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 10th Jun 2008 |
| Closing Date: | 1st Jul 2008 |
| Posted By: | Everest Recruitment inc |
| Details: | |
| Support Supervisor General: As the Support Supervisor in the customer support area you will be an integral part of achieving our client's goals in employee, customer, and financial satisfaction. You will be responsible for the success of Customer Support and Networking, ensuring that both teams can successfully deliver product support to our customers, and provide additional value to our customers through training and other services. You will also be responsible for managing customer escalations and bring resolution to them. Responsibilities: The Primary Responsibility of this Position is to lead the Support Team to service excellence, and to be a point of escalation for our customers. The principal duties include: * Ensure the appropriate systems are in place to deliver customer service satisfaction and team success. * Create 6 month individual and team objectives for the support staff and ensure milestones are met. * Communicate the goals of the Support Team to other areas of the organization. * Create training and personal development plans for Support staff. * Enhance the critical success factors and operating metrics for the Support Team. * Monitor and report on the metrics for the team. * Make recommendations for process improvements for the team or other functional areas affecting the team’s success, and implement solutions. * Keep in regular contact with Clients to manage expectations & gauge their level of satisfaction. * Manage escalated client issues to successful completion and client satisfaction. * Assign, monitor and ensure the work of the team is correctly and effectively distributed to provide optimum support coverage and client satisfaction. * Ensure time recording systems are rigorously adhered to by all team members and the data is accurate. * Provide regular reviews with each team member & provide feedback on their performance. * Manage the team’s vacation schedules & ensure full client support coverage at all times. * Provide customer support for logs submitted by customers Skills Required: * Ability to execute in a fast-paced and changing environment. * Strong positive leadership skills. * Natural abilities to lead by example. * Coaching & staff development skills. * Self motivated & ability to motivate others. * Ability to multi-task & prioritize under pressure. * Strong work ethic & company focus. * Clear understanding of quality & the process of quality improvement. * Critical analysis skills. * Strong interpersonal & communication skills. Education/Experience Required: * Business Administration degree or equivalent experience. * Strong background in accounting. * Practical experience supporting complex software packages across multiple clients. * Strong background in support processes & customer care. * Experience in the implementation and effective use of metrics to demonstrate performance achievements. * Extensive experience in effectively managing and motivating employees | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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