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<\/p>\nRemote Jobs<\/p>\n
Region: Anywhere in the World<\/p>\n
State: <\/p>\n
<\/p>\n
\n Headquarters:<\/strong> This is a remote role The Technical Support Supervisor is responsible for \u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a<\/span><\/b><\/p>\n \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 Expectations<\/span><\/b><\/p>\n \u00b7 \u00b7 \u00b7 \u00b7 \u00b7 <\/span><\/span>Teamwork<\/span><\/b>: Build consensus and use active \u00b7 <\/span><\/span>\u062e\u062f\u0645\u0629 \u0627\u0644\u0632\u0628\u0627\u0626\u0646<\/span><\/b>: \u00b7 <\/span><\/span>Communication<\/span><\/b>: \u00b7 <\/span><\/span>Achievement<\/span><\/b>: Demonstrate ability and \u00b7 <\/span><\/span>Flexibility\/Innovation<\/span><\/b>: Initiate new ideas, exhibit creative thinking and \u00b7 <\/span><\/span>Technical Excellence<\/span><\/b>: Apply and develop enhanced technical and role \u0627\u0644\u0645\u062a\u0637\u0644\u0628\u0627\u062a<\/span><\/b><\/p>\n Physical Requirements<\/span><\/b><\/p>\n<\/p>\n \u00b7 <\/span><\/span>Prolonged
\n
URL:<\/strong> http:\/\/somaglobal.com<\/a>\n<\/p>\n\n\n
\noverseeing the daily operations of the Customer Support Team as well as
\nparticipating as an active member of the team. This position will partner with
\nthe Customer Support Team members to deliver exceptional customer support and customer
\nexperience through phone, email, and chat and will oversee scheduling, call
\nqueue monitoring, and meeting management.
\nThis team member will be expected to lead by example, organize work,
\nbuild reports, handle escalations, and help with ad hoc projects, and training.
\nThe Customer Support Supervisor will work within the Customer Support Team and
\nwill report to the COO. This position is an advocate in the overall culture, vision,
\nand values of Kologik.<\/span><\/p>\n
\n<\/span><\/span>Assume Supervisory responsibilities for Customer Support Team representatives<\/span><\/p>\n
\n<\/span><\/span>Manage work schedule and availability in support systems
\n(attendance and performance)<\/span><\/p>\n
\n<\/span><\/span>Oversee timecard entry and approvals<\/span><\/p>\n
\n<\/span><\/span>Monitor and manage call queue as it pertains to Support Team and
\ncustomer resource needs<\/span><\/p>\n
\n<\/span><\/span>Manage escalated ticket queue and attend internal meetings
\nregarding escalations as appropriate<\/span><\/p>\n
\n<\/span><\/span>Ensure Support processes are followed and identify new processes
\nwhere appropriate<\/span><\/p>\n
\n<\/span><\/span>Promote a Customer Centric environment and help to ensure
\nsupport issues are handled in a timeline manner and customers receive updates
\non existing tickets<\/span><\/p>\n
\n<\/span><\/span>Oversee Tier-2 to Tier-3 escalation process for tracking and
\ncustomer follow up including accurate DevOps creation for ticket escalations<\/span><\/p>\n
\n<\/span><\/span>Coordinate with Tier-3 to provide Support priorities for
\nexisting escalations<\/span><\/p>\n
\n<\/span><\/span>Ensure Tier-3 updates are provided to Tier-1\/Tier-2 members and
\nultimately customers<\/span><\/p>\n
\n<\/span><\/span>Oversee product release coordination for resolved tickets<\/span><\/p>\n
\n<\/span><\/span>Train & mentor Tier-1 & Tier-2 Customer Support
\nRepresentatives<\/span><\/p>\n
\n<\/span><\/span>Coordinate and lead monthly Team meetings with an Agenda sent in
\nadvance<\/span><\/p>\n
\n<\/span><\/span>Suggest topics for Support training to improve team skills<\/span><\/p>\n
\n<\/span><\/span>Create and distribute performance reviews for team members<\/span><\/p>\n
\n<\/span><\/span>Oversee Zendesk configuration<\/span><\/p>\n
\n<\/span><\/span>Assist in call queue as needed for overflow support<\/span><\/p>\n
\n<\/span><\/span>Embody and exemplify Kologik\u2019s
\ncore values<\/span><\/b><\/span><\/p>\n
\n<\/span><\/span>Winning mindset<\/span><\/b> – Hungry, driven, passionate, execution focused,
\ncommitted, urgency<\/span><\/span><\/p>\n
\n<\/span><\/span>Coachable change agents<\/span><\/b> \u2013 Fail quick and learn, continuous improvement,
\ncritical thinkers \u2013 question why, innovative<\/span><\/span><\/p>\n
\n<\/span><\/span>Servant leaders <\/span><\/b>\u2013 When no one is looking, we do the right thing;
\nteamwork, collaborative, not siloed, customer-centric<\/span><\/span><\/p>\n
\nlistening skills.<\/span><\/span><\/p>\n
\nProvide prompt, high-quality service to members, staff, vendors and
\ninternal\/external customers.<\/span><\/span><\/p>\n
\nCreate effective working relationships by sharing information.<\/span><\/span><\/p>\n
\nwillingness to achieve organizational and individual goals by seizing
\nopportunities and learning from experience.<\/span><\/span><\/p>\n
\ngrasp new concepts.<\/span><\/span><\/p>\n
\nspecific skills and organizational knowledge.<\/span><\/span><\/p>\n\n
\n and complete Kologik provided Management\/Leadership Training as assigned<\/span><\/span><\/li>\n
\n able to pass and maintain FBI and State Criminal Justice Information
\n Security (CJIS) background check(s) and certifications<\/span><\/span><\/li>\n
\n verbal and written communication skills<\/span><\/span><\/a><\/span><\/li>\n
\n interpersonal and customer service skills<\/span><\/span><\/a><\/span><\/li>\n
\n Associates Degree or higher or technical certifications are highly desirable<\/span><\/span><\/li>\n
\n Support Representative or similar Customer Service role is highly desirable<\/span><\/span><\/li>\n
\n support tools<\/span><\/span><\/li>\n
\n for learning new technologies quickly<\/span><\/span><\/li>\n
\n skills<\/span><\/span><\/li>\n
\nperiods sitting at a desk and working on a computer<\/span><\/span><\/p>\n<\/p><\/div>\n