The Technical Support Supervisor is responsible for overseeing the daily operations of the Customer Support Team as well as participating as an active member of the team. This position will partner with the Customer Support Team members to deliver exceptional customer support and customer experience through phone, email, and chat and will oversee scheduling, call queue monitoring, and meeting management. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The Customer Support Supervisor will work within the Customer Support Team and will report to the COO. This position is an advocate in the overall culture, vision, and values of Kologik.

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 timeline 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
• Coordinate 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
• Coordinate 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

Expectations

• Embody and exemplify Kologik’s core values
• Winning mindset - Hungry, driven, passionate, execution focused, committed, urgency
• Coachable change agents – Fail quick and learn, continuous improvement, critical thinkers – question why, innovative
• Servant leaders – When no one is looking, we do the right thing; teamwork, collaborative, not siloed, customer-centric
• Teamwork: Build consensus and use active listening skills.
• Customer Service: Provide prompt, high-quality service to members, staff, vendors and internal/external customers.
• Communication: Create effective working relationships by sharing information.
• Achievement: Demonstrate ability and willingness to achieve organizational and individual goals by seizing opportunities and learning from experience.
• Flexibility/Innovation: Initiate new ideas, exhibit creative thinking and grasp new concepts.
• Technical Excellence: Apply and develop enhanced technical and role specific skills and organizational knowledge.

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