Soma Global: Client Support Supervisor

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