Customer Support Supervisor

col-narrow-left
Job ID:
2465079
Location:
Columbia, SC
Category:
Information Technology, Telecommunications, Array
Salary:
per year
Zip Code:
29201
Employment Type:
Full time
Posted:
02.14.2018
col-narrow-right
col-wide

Job Description:

Position: Customer Support Supervisor

Job type: Permanent

Location: Columbia, SC

Responsibilities:

  • Serves as a Supervisor/Team Leader for customer -facing analysts charged with providing high quality and timely support to external and internal customers.
  • Manages to green performance on CSC's goals reported on the bank's scorecard.
  • Evaluates/Oversees departmental call quality with a minimum of 40 evaluations per month and the progress.
  • Writes, reviews, publishes and approves quality email communications prior to distribution.
  • Provides Back-up on-call support as needed.
  • Ensures/oversees the business recovery plans for the Customer Support centre.
  • Serves as a Lead Analyst on Axios and ShoreTel projects. Also acts as local CSC ShorTel administrator to include tasks such as validating system performance, performing routine tests.
  • Ensures adequate training is delivered to Customer Support Analyst in advance of implementation.
  • Responsible for the personal and professional development of the team and direct reports.

Required:

  • 3-5 years team lead or team support experience.
  • BS Degree in business or related technical discipline.
  • Strong customer service orientation, desire to embrace technology as a means of improving service.
  • Proven organizational skills and demonstrated abilities to establish priorities, self-direct and willingness to take initiative.
  • Ability to work under pressure and exercise sound business judgment.

Preferred:

  • HDI Team Lead Certification
Company Info
Software Specialists