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 coll