Customer Support Supervisor

MediSolution; Tennessee; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in customer support solutions is seeking a Customer Support Supervisor based in Tennessee. This role involves leading a high-performing team, enhancing the customer support experience, and ensuring compliance with operational metrics. Candidates should possess robust management experience, particularly in fast-paced environments, along with technical acumen in customer service processes.

Benefits

Career growth opportunities

Competitive salary and benefits package

Monthly cell phone allowance

3 weeks' vacation and 5 personal days

Comprehensive Medical, Dental, and Vision plan

401k matching program

Qualifications

• 5+ years of experience managing a customer support team.
• Strong knowledge of S&S products and services.
• Experience with JIRA ticketing systems.

Responsibilities

• Manage team scheduling and performance monitoring.
• Conduct regular performance reviews and mentorship.
• Ensure all support tickets are addressed promptly.

Skills

Organizational skills

Critical thinking

Communication

Technical troubleshooting

Customer service

Education

Bachelor's degree in business

Tools

JIRA ticketing system

Job description

Customer Support Supervisor page is loaded

Customer Support Supervisor

Apply locations Remote - Tennessee (EST) time type Full time posted on Posted 2 Days Ago job requisition id R0030145

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.

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Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.

Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!

Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!

• We empower our employees to make a difference
• We have an award winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture and initiatives!

Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

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