Supervisor - Customer Support

Job Description:

This position is responsible for insuring effective customer support and customer satisfaction by managing all activities, programs, processes, and systems related to the strategic and tactical direction of the Customer Support staff in order to assure the highest level of Customer Satisfaction. Manage the customer support staff to ensure prompt, professional, and courteous support to customer (internal and external).

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Assure customer Satisfaction with Vertex Products and Ensure Value of Renewal Investment by establishing support service levels aligned with product strategies and customer expectations and measuring performance against target goals. Metrics should include operational performance and financial reports (e.g. Cost/Call).

• Improving quality and responsiveness of customer support staff. Improving interaction and service between customer support and other functional areas of the company.

• Manage assigned Customer Support Operations team by developing, documenting, and testing support processes using industry best practices. Ensure timely resolution of complex and/or high-level questions and escalated issues by researching customer needs and incorporating customer feedback into departmental procedures/products. Support will be delivered through multiple channels including phone, email, Web, face-to-face, and potentially video.

• Ensure the availability and Productivity of Qualified, Motivated Staff by developing and continuously adjusting a staffing model. Planning for future staffing needs according to company/product expansion; recruiting, selecting, monitoring the training and development, and providing career growth opportunities for staff and by directing the work responsibilities of direct reports.

• Contribute to Operational Success of Vertex by participating on various cross-functional and strategic initiative teams. By promoting customer awareness throughout the Vertex organization. By developing and implementing department objectives that are in line with the overall corporate strategy.

• Enhance Job Knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies; developing and/or maintaining proficiency in the most current software support best practice methodology.

• Lead by example; set and communicate high expectations, motivate self and others to achieve them.

• Own attainment of high employee satisfaction and retention; lead development of programs and initiatives within group to attain high employee satisfaction.

• Promote common goals and shared purpose among team members.

• Raise leadership awareness regarding appropriate resourcing of staff in order to achieve goals and objectives.

• Occasional travel required.

• Participate in other projects or duties.

SUPERVISORY RESPONSIBILITIES:

• Determine appropriate resourcing of staff in order to achieve goals and objectives.

• Coach employees on performance gaps, career development opportunities, and strategies.

• Mentor and coach employees on all human resource related processes including onboarding, performance management, employee relations, compensation and rewards.

• Recognize others’ contributions and share credit for success.

• Own attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.

• Prepare and manage budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to work collaboratively and effectively in a dynamic, fast-paced team environment required.

• Thorough understanding of Customer Software Support best practices and at least one of the following: familiarity with Client/Server, Legacy or Personal Computing Technology.

• Knowledge of operating systems, computing hardware and databases.

• Excellent communication, interpersonal, problem solving, analytical, time management, organizational, relationship-building, conflict management, and leadership skills.

• Proficiency in Microsoft Office packages is required.

• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail, and operations of office machines, such as photocopier, scanner, and fax.

• Willingness to work overtime, holidays, and weekends based on business need.

• Ability to collaborate, influence, negotiate; resolve conflicts in a team-based environment.

• Sense of urgency and a results-oriented attitude

• Ability to make recommendations to effectively resolve problems/issues by using judgment consistent with company standards, practices, policies, and procedures as well as federal and state regulations and laws.

EDUCATION AND TRAINING:

• Bachelor’s degree in Business, Computer Science, IT, or similar field

• Will consider highly experienced candidates with an Associate’s degree or High School Diploma.

• Five (5) plus years of experience in customer support experience

• With up to two (2) plus years of leadership experience.

• Or equivalent combination of education and/or experience

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.