Support Supervisor

Creative Realities, Inc.; Louisville (KY); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Creative Realities, Inc. in Louisville, KY is seeking a Support Supervisor to lead the 1st shift and ensure timely, effective client support. You will report to the Support Manager and coordinate with team members to maintain service standards.

Responsibilities include overseeing all shift staff, monitoring SLAs, coaching agents, improving support processes, and serving as escalation point for critical issues. Prior supervisory experience in a helpdesk or call center is required.

Qualifications

• 2+ years in a helpdesk/call center environment (IT industry preferred).
• Strong communication and interpersonal skills.
• Ability to work flexible hours, including weekends/holidays.

Responsibilities

• Oversee all 1st shift team members and ensure effective performance.
• Monitor and meet SLAs for timely customer support.
• Score card agents to ensure quality standards.
• Train and onboard new team members for effective client support.
• Collaborate with management to identify operational weaknesses and implement improvements.
• Analyze performance data and develop action plans with coaching.
• Maintain positive, productive team culture and adherence to policies.

Skills

Team leadership

Customer support

SLA management

Communication

Coaching

Education

Diploma or equivalent

Tools

CRM systems

Ticket management

PC hardware knowledge

Job description

Salary Range: $52,000.00 To $52,000.00 Annually

About Creative Realities

Creative Realities, Inc. (NASDAQ: CREX) is a full-service, digital signage solutions company with a passion and purpose of connecting brands and people in spaces and places they love. We design, develop, deploy and maintain digital experiences that are contextually relevant, omni-channel, and specific to the physical environment. Our approach is consultative, tech-agnostic, and solution centric. Our capabilities are end-to-end with the ability to deploy at scale - whether its thousands of locations or a single flagship experience. We specialize in key verticals including Automotive, C-Store, QSR, Heath Care, Retail, and Sports & Entertainment with extensive experience in how digital transforms these environments. Our purpose-built CMS software and ad-revenue / monetization platforms are considered best in class and serve as the backbone for successful installations and ongoing support. Visit www.CRI.com for our full story.

About the Position

We are seeking a talented and motivated individual to join our team as a Support Supervisor. In this role, you will be responsible for overseeing all team members on the 1st shift and ensuring that our customers receive timely and effective support. You will report to the Support Manager and work closely with other members of the team to ensure that our service standards are maintained and exceeded.

Must be able to work Monday-Friday, 8:00 AM - 5:00 PM EST.

Key Responsibilities

• Overseeing all 1st shift team members and ensuring that they are performing their duties effectively and efficiently.
• Monitoring and meeting SLA's to ensure that our customers are receiving timely and effective support.
• Monitoring calls and score carding agents to ensure that they are meeting our quality standards.
• Maintaining and recommending improvements on support center processes and procedures to ensure that our service delivery is optimized.
• Serve as the primary escalation point for critical client issues, ensuring that the team is prepared to address any urgent matters that may arise.
• Train and onboard new team members, providing them with the knowledge and tools they need to effectively support our clients.
• Collaborate with other members of the management team to identify key areas of operational weakness and provide recommendations for improvement.
• Analyze team performance data and develop action plans to address any areas of concern, including coaching and training where necessary.
• Foster a positive and productive team culture, ensuring that all team members are motivated and engaged in their work.
• Ensure that all team members are adhering to company policies and procedures, and take corrective action when necessary.
• Participate in regular team meetings and provide updates on team performance and any key issues or challenges that need to be addressed.
• Collaborate with other departments as needed to ensure that all client needs are being met and that the business is running smoothly.
• Stay up-to-date on industry trends and developments, and provide recommendations for how the team can stay ahead of the curve.

Education and Experience

• 2+ years of previous experience in a helpdesk/call center environment with IT industry experience preferred
• Diploma or equivalent required.
• Knowledge of various operating systems and basic IT terminology; Window, iOS, Linux and more
• Familiarity with Microsoft Office applications (Word, Excel, Outlook)
• Comfortable with multi-line phone systems, familiarity with ticket management and/or CRM system preferred
• Computer knowledge and familiarity with PC and Audio/Visual hardware and components are a must
• Networking and IT experience preferred
• A minimum of 2-3 years of experience in a supervisory role in a customer support environment.
• Strong communication and interpersonal skills, with the ability to work effectively with team members and customers.
• Excellent problem-solving and analytical skills, with the ability to identify and resolve complex issues.
• Ability to work flexible hours as needed, including weekends and holidays.
• Experience with CRM systems and call center technology is a plus.

Core Values

The ideal candidate represents these six core values:

• Passionate We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and we are proud of the results we produce each and every day. And, we have some fun along the way!
• RespectfulWe value diversity and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that reflects these values.
• Do the Right Thing We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.
• Helps FirstWe are stronger when we work together. We help first, no matter what—whether it’s with our clients or our internal teams.
• Nimble MindedWhen conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.
• Expects ExcellenceWhat we deliver is what we will be measured on. We are committed to getting it right.

Company paid individual portion of Medical, Life, Long and Short-Term Disability insurances; access to participate in company Dental and Vision insurance programs; eligibility for a high-deductible health plan (HDHP) with HSA option, FSA, DCFSA; 401(k) program, including company paid match of up to 3% of annual salary; paid time off and holiday pay.