Technical Customer Support Supervisor jobs in New Jersey
Recently Added Technical Customer Support Supervisor jobs
Supervisor, Technical Support
- Antylia Scientific
-
Metuchen, NJ
FULL_TIME
-
Job Title: Supervisor, Technical Support
Reports To: Manager, Customer Experience
Position Location: Raleigh, North Charleston, Metuchen, Franklin, Buffalo
FLSA Status (Exempt/Non-Exempt): Exempt
FLSA Status (Exempt/Non-ExeExempt
Position Summary
The Technical Support, Customer Experience Supervisor will be responsible for driving results and productivity of the department through effective management and communication. In this position, the individual will work closely with the leadership team to communicate vision and will help deliver stellar customer service and technical support results. This role will plan and manage daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes being able to resolve difficult customer situations in both a product application and sales support sense, managing training and development activities, metrics, quality monitoring for the department, supporting domestic and international commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.
Key Responsibilities- Coaches, counsels, and develops associates to achieve departmental goals and promote excellent Customer Service and Technical Support. Responsible for working with Customer Experience Leadership, Global Portfolio Management, and Training team to identify and arrange needed associate training and development.
- Monitors overall workflow and makes adjustments, or process improvements to achieve service level goals.
- Maintains and monitors department and individual performance, productivity, attendance records, performance evaluations and continual appraisals of staff. Uses data to identify creative ways to drive revenue through the teams.
- Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal & external) Communication, Customer Service Metrics Analyses.
- Works closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to: Antylia Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics, to drive pro-active behavior.
- Participates in the candidate selection process; trains, evaluates, and enforces discipline when necessary.
- Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer inquiries from various channels. Staffs by reinforcing core principles of world class customer service.
- Adheres to robust complaint management process to improve the overall experience (customer and employee).
- Works closely with Technical Support Leads and Customer Experience Leadership team to maintain alignment on quotes and sales support processes.
- Quality Monitoring: Ensure effective quality monitoring programs are administered and performance counseling is provided; while ensuring all Customer Complaints are closed and are analyzed for root cause corrective action along with correct product recommendations and product/application troubleshooting.
- Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations.
- Supporting business integration such as implementation of new systems and system/process enhancements (i.e. Ring Central Phone System, Salesforce and others).
- Stays current in knowledge of our products and markets we service, field changes and competitors’ activities through reading materials or other means.
- Ensures the teams are meeting national security and other legal requirements such as SOX, as part of daily interaction with customers and where necessary, completing end-user screening by asking for end user information. Verifies end use of product along with asking for ultimate destination for orders, and asks customers for specific products being purchased or returned.
- Performs other duties as assigned
- Bachelor’s Degree required in Science Discipline, or equivalent work experience.
- 3-5 years of relevant work experience and leadership/management experience.
- Must possess the leadership and management skills to be able to lead, coach and motivate a group of employees to ensure that the highest level of Customer Service is provided.
- Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.
- Must have excellent interpersonal skills to develop strong, professional relationships with customers, give positive and negative feedback tactfully, and manage performance issues effectively.
- Must possess strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
- Must be able to balance customer experience support needs, associates’ needs, and company profits and sales. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.
- Excellent understanding of computer basics including Windows, Word, Excel, email and Internet Explorer is imperative, (AS400 and Salesforce CRM optional).
- Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
- Strong work ethic, self-motivated, and an ability to excel within a rapidly changing and growing organization.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. - 2 Days Ago
IT - Customer Technical Support Representative 1
- Lucid Technologies Inc
-
Woodbridge, NJ
FULL_TIME
- Job Title: IT - Customer Technical Support Representative 1 Location work will be performed: NJF003 - Woodbridge - NJ Job Description: IT Desktop Support Specialist - Edison, NJ Enterprise Customer Ca...
- 2 Days Ago
Production supervisor
- Synerfac Technical Staffing
-
Bridgeton, NJ
FULL_TIME
- Production SupervisorOur client is a Food and Beverage manufacturing company, looking for a Production Supervisor for their location in Southern New Jersey. Last updated : 2024-04-27
- 11 Days Ago
Manufacturing supervisor
- Synerfac Technical Staffing
-
Brunswick, NJ
FULL_TIME
- Work for a manufacturer in Middlesex County as a Manufacturing Supervisor : Assume critical role in performing and managing the Production Operations in manufacturing facility*Based on the production ...
- 18 Days Ago
Clinical Services: Clinical Services Customer/Technical Support Associate
- Canfield Scientific
-
Parsippany, NJ
FULL_TIME
- We are looking for a Clinical Services Customer/Technical Support Associate for custom medical photography computer systems used in clinical studies. The ideal candidate is one who works efficiently o...
- 22 Days Ago
Technical Support
- Veracity Engineering
-
Egg Harbor, NJ
CONTRACTOR
- Position Overview: Veracity Engineering has an exciting opportunity for a Technical Support Analyst at the William J. Hughes Technical Center in Egg Harbor, NJ. The successful candidate will research,...
- Just Posted
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Technical Support Specialist
- Kaseya
-
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Supervisor Technical Support - Remote
- UnitedHealth Group, Inc.
-
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- People Management Provide work direction to IT Service Desk employees to ensure department services are completed within...
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Technical Support Supervisor
- Koch Industries
-
Atlanta, GA
- Your Job The Technical Support Supervisor will have strong people leading skills and a desire to contribute to and impro...
- 5/30/2024 12:00:00 AM
IT Technical Support Supervisor
- Berry Appleman & Leiden LLP
-
Richardson, TX
- Description Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborat...
- 5/30/2024 12:00:00 AM
Technical Support Engineer
- Kaseya
-
Orlando, FL
- ABOUT KASEYA: Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed...
- 5/29/2024 12:00:00 AM
Technical Support Executive
- Kaseya
-
Orlando, FL
- ABOUT KASEYA: Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed...
- 5/29/2024 12:00:00 AM
Technical Support Supervisor
- Symbotic
-
Remote, OR
- Who we are With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through t...
- 4/30/2024 12:00:00 AM
About New Jersey
New Jersey is bordered on the north and northeast by New York (parts of which are across the Hudson River, Upper New York Bay, the Kill Van Kull, Newark Bay, and the Arthur Kill); on the east by the Atlantic Ocean; on the southwest by Delaware across Delaware Bay; and on the west by Pennsylvania across the Delaware River.
New Jersey is often broadly divided into three geographic regions: North Jersey, Central Jersey, and South Jersey. Some New Jersey residents do not consider Central Jersey a region in its own right, but others believe it is a separate geographic and cultural area from the Nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Customer Support Supervisor jobs
$90,849 to $121,597