Customer Support Supervisor (Administrative)
Supervisor of Customer Support
Overview: The Supervisor of Customer Support will lead a high-performing team dedicated to resolving customer support tickets efficiently and effectively. This role focuses on empowering the team to deliver timely, accurate, and high-quality solutions for S&S products. The Supervisor will prioritize ticket triage and first-pass analysis, foster a culture of collaboration, and ensure adherence to established processes and best practices. By maintaining a strong focus on ticket resolution and issue escalation, this leader will play a critical role in enhancing the overall customer support experience and operational efficiency.
Responsibilities:
Team Supervision:
Manage team scheduling, including off-hours support, approve leave and PTO requests, and review timecards to maintain operational coverage.
Monitor team performance through KPIs and SLA adherence, ensuring targets for response times, resolution times, and CSAT are met.
Mentor and develop team members to build their technical and customer service skills, fostering a high-performing and engaged team.
Conduct regular performance reviews, set clear expectations, and provide feedback to ensure accountability and continuous improvement in partnership with the Director of Customer Support.
Technical Support:
Oversee the day-to-day operations of the Customer Support team, ensuring all support tickets are addressed promptly and accurately through the current S&S ticketing system.
Document technical solutions and create knowledge base articles.
Troubleshoot and resolve software/hardware-related problems.
Operational Excellence:
Monitor and analyze support metrics and identify areas for improvement.
Implement and optimize support processes to enhance efficiency.
Manage support ticketing systems and ensure accurate data entry.
Be available periodically for after-business hour support.
Collaborate with internal teams and subject matter experts on a path to resolution for Tier 2 and 3 tickets and share learnings with team members for future instances.
Lead team meetings to communicate updates, share best practices, and align key objectives.
Ensure all team activities comply with company policies.
Required Qualifications:
5+ years of experience managing a customer support team, preferably in a fast-paced, ticket-driven environment.
Strong knowledge of S&S products and services and best practices for resolving technical support issues.
Exceptional organizational, critical thinking, and communication skills.
Ability to analyze performance data and implement improvements to drive results.
Experience managing escalations and resolving complex customer issues.
Comfortable with ambiguity, fast-moving, changing environments, and a passion for process improvement.
Experience with JIRA ticketing systems.
Preferred Qualifications:
Bachelor's degree in business.
Experience working with SaaS software solutions and supporting cloud-based applications.
Benefits:
Career growth opportunities with demonstrated success and leadership abilities.
Competitive salary and benefits package
Monthly cell phone allowance
3 weeks' vacation (increases with tenure) and 5 personal days.
Comprehensive Medical, Dental and Vision plan offerings
Employee Stock Ownership Plan and 401k matching program
About Systems & Software:
Since 1973, our mission at Systems & Software has been to deliver quality customer information system (CIS) solutions to municipal and investor-owned utilities. We understand the importance of a committed, engaged group of project managers, developers, implementers, and support staff to achieve this mission. Systems & Software is part of Harris Computer, a subsidiary of Constellation Software Inc., which trades on the Toronto stock exchange under the Ticker CSU. To learn more about Harris Computer, visit us at www.harriscomputer.com.
