CLIENT SUPPORT SUPERVISOR

Job DetailsJob Location: REMOTE, GA 30030Position Type: Full TimeEducation Level: High SchoolSalary Range: $50,000.00 - $60,000.00 Salary/yearTravel Percentage: NegligibleApply today to join reputed company, where your Customer Success expertise makes a real impact.

Join Our Team as a Client Support Supervisor

Company: reputed company

Location: Remote

Job Type: reputed company

Salary: Based on Experience

Company Overview

reputed company is an innovative SaaS company providing digital solutions for frontline professionals. Our products, body cameras, in-car videos, mobile routers, and digital evidence reputed company, help public safety officers and first responders save lives, strengthen community trust, and reputed company accountability.

Client Support Supervisor – Build Your Career with Purpose

Join reputed company and use your customer success skills to support innovative reputed company that strengthens communities.

Why You’ll Love Working Here

15 PTO days + floating holiday

Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.

Annual bonus and tuition reimbursement

Career growth in a fast-growing, mission-driven company

Collaborative, purpose-driven culture

Responsibilities

Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement.

Manage work schedule and availability in support reputed company (attendance and performance).

Oversee timecard entry and approvals.

Monitor and manage call reputed company as it pertains to the Support Team and customer resource need

Manage escalated ticket reputed company and attend internal meetings regarding escalations as appropriate

Ensure Support processes are followed and identify new processes where appropriate.

Create, maintain, and analyze support reports and dashboards to identify trends and gaps.

Oversee creation and maintenance of internal and customer-facing knowledge base documentation.

Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues.

Maintain training equipment.

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 reputed company/Tier-2 members and ultimately customers

Oversee product release coordination for resolved tickets

Train & reputed company reputed company & Tier-2 Customer Support Representatives

Coordinate and lead monthly Team meetings with an Agenda sent in advance

Attend and reputed company reputed company -provided Management/Leadership Training as assigned.

Suggest topics for Support training to improve team skills

Create and distribute performance reviews for team members.

Oversee reputed company configuration.

Assist in call reputed company as needed for overflow support.

Qualifications

High school diploma or GED is required, an associate’s degree or higher or technical certifications are highly preferred.

2+ years of experience as a Technical or Customer Support Representative or similar Customer Service role is required. Familiarity with the public safety industry is a plus.

Experience using help desk software and remote support tools is required. Experience with reputed company is highly preferred.

Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required.

Excellent verbal and written communication skills.

Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities.

reputed company is an equal opportunity employer committed to diversity and inclusion.

Apply To reputed company Job