Supervisor of Client Support, Level I
Full-time
Job Summary
eVero Corporation is a leading technology solution provider for health and human services organizations, recognized for its achievements with the Long Island Innovator Award, the NY State Education Department NDEAM Award, and as a 2024 Long Island Top Workplace. We are currently looking for a motivated and tech-savvy individual to fill a Supervisor of Client Support position within our organization.
The Support Supervisor is responsible for overseeing the daily operations of the Support Team, ensuring exceptional service delivery to customers, and managing a team of Support Representatives. This role involves coordinating support activities including lunch and break shifts, mentoring team members, and implementing strategies to enhance customer satisfaction and operational efficiency.
Primary Duties & Responsibilities
- Team Management & Development:
- Supervise and lead a team of Support Representatives, assist with training, and evaluate staff performance.
- Ensure adequate coverage during peak times by developing and managing shift schedules.
- Provide ongoing coaching and feedback to team members to foster professional development and improve performance.
- Assist with onboarding new Support Team members by providing training on support tools, company policies, and customer service best practices.
- Identify training needs of Support Representatives and escalate them to management.
- Operational Oversight:
- Monitor and analyze support metrics, including response times, resolution rates, and customer satisfaction scores.
- Develop and implement process improvements to enhance Support Team efficiency and reduce resolution time.
- Prepare and present regular reports on team performance, customer feedback, and operational metrics to Management.
- Analyze support data to identify trends, bottlenecks, opportunities for improvement; develop action plans to address these findings.
- Assist with IT projects and initiatives as needed.
- Customer Service Excellence:
- Address and resolve escalated customer issues, ensuring a satisfactory resolution and maintaining high service standards.
- Regularly review customer feedback to identify trends and areas for improvement.
- Collaborate with Management to address systemic issues affecting customer service and execute plans to prevent recurrence.
- Communication:
- Serve as the primary point of contact between the Support Team and Management.
- Act as a point of escalation and support during critical service incidents.
- Facilitate clear and effective communication within the team and with external stakeholders.
- Ability to explain technical concepts to non-technical users.
Qualification & Required Skills
- Tech-savvy with a strong background in training and troubleshooting software across various technologies, including desktops, mobile devices, and tablets.
- Working knowledge of MS Office products, including Outlook, Word, and Excel.
- Stay current with industry trends and best practices.
- Excellent analytical skills with creative solutions for technical issues.
- Proficiency in the English language; fluency in Spanish a plus.
Required Education and Experience
- Bachelor’s or Associates Degree with relevant work experience in a related field.
- Minimum of three to five years of experience in technical support, including PC hardware, software and peripheral implementation.
- At least two years of team management experience, including experience using a ticketing system
Other Skills / Abilities
- Strong organizational skills and proven ability to manage multiple tasks efficiently in a fast-paced environment.
- Demonstrated ability to work effectively with cross-functional teams while maintaining a customer-centric approach and delivering exceptional service and support.
- Willingness to work outside standard business hours for critical issue resolution or client meetings across different time zones.
- Experience with the eVero platform is a plus.
- Experience with CRM systems, project management tools, and collaboration software such as Halo PSA, Monday.com, etc.
The salary range for this position is $75,000 – $90,000 per year.
What eVero Offers
We are proud to offer a competitive salary with a comprehensive benefits package. These benefits include medical, dental, vision, long-term disability, 401K, paid vacation time, and a cafeteria plan. The salary we offer will always be commensurate with experience. And because we know that hard work should always be balanced with fun and quality of life, we also offer the following amenities:- A casual and comfortable work environment
- Convenient location in Long Island, NY with easy access to the Long Island Expressway and Route 110
- Newly renovated headquarters, featuring state-of-the-art technology, a Café, and a dedicated Recreation Room
- Fully equipped Gym and Cafeteria within the building
- Bi-weekly "Town Hall" meetings
- Monthly team-building events
- Regular Community Outreach events
- Seasonal outings and holiday celebration events
- A coffee bar with a wide array of snacks and trimmings
eVero is proud to be an Equal Opportunity Employer. Employment with this organization is based solely on qualifications and competence for a particular position, without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, disability, or marital, military, or citizenship status.