Customer Support Supervisor

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.