Customer Support Supervisor

POSITION: Customer Support Supervisor

LOCATION: Meridian, ID.

STATUS: Full Time / Salary - Exempt

The Call Center Supervisor manages a group of technical support agents in the Enphase Energy first-tier Support center. The Call Center Supervisor monitors and manages call center metrics and quality, provides training and guidance to support agents, and intervenes with customers as required.

Responsibilities:

• Assist Call-Center Agents with troubleshooting of technical issues related to Enphase installations and products, as required.
• Assist Call-Center Agents with ongoing training and correction, related both to product and process, as required.
• Monitor call and case statistics toward forecasting Call-Center Agent staffing requirements and infrastructure upgrades.
• Monitor call and case quality for adherence to Enphase standards.
• Fully document all processes and workflow executed by the Call-Center, and keep that documentation updated as the processes and/or workflow change over time.
• Monitor voice and data systems for capacity-planning and troubleshooting, as required.
• Monitor and adjust existing flowchart process(es) for Call-Center Agents for effectiveness and efficiency of problem-resolution.
• Intervene with external customers on specific issues and/or clarifications, as required, for those issues that the Call-Center Agents are unable to bring to full resolution.
• Oversee the Call-Center’s CRM case load, to keep Call-Center Agent response-times within acceptable parameters.
• Regularly report statistical data, trends, significant events and milestones to the Director of Customer Support.
• Coordinate with the Director of Customer Support and other Customer Support Managers on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediations.
• Enforce departmental best-practices, documentation, and customer-interaction guidelines.
• Be on-call for rendering assistance to Call-Center Agents during the entire window of published, Support hours. (Currently 0600-1900, Pacific time)
• Participate in ongoing training/education of industry standards and Enphase product-specific information.
• Follow Enphase Energy departmental conventions and procedures.
• Professionally represent Enphase via all communications mediums.
• Abide by all company policies and standards of conduct contained in the Enphase Energy employee manual.

Experience and Skills: (Minimum qualifications required for the job)

• Demonstrated track-record of technical support / customer service experience in a leadership or management role.
• Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.
• Working experience with networking (TCP/IP) protocols, firewalls, operating systems, SQL databases, CRM (Customer Relationship Management) platforms, software programs and telecom systems and general IT Administration. Mild development experience (scripting) helpful.
• Experience with overseeing, mentoring, and training a team of technical/customer Support technicians.
• Experience with external Product Support, coordinating with internal Software Developers and Hardware Engineers to track bug-fixes, release schedules and issue-escalations
• Excellent, interpersonal skills with external customers and internal employees.
• Proven ability to effectively monitor the Call-Center’s operational statistics and coordinate future needs and expansion with the Director of Customer Support.
• Experience with resource-planning for a call-center Support team helpful.
• Experience with solar electric products and National Electric Code (NEC) helpful.
• Prior experience with Salesforce CRM helpful.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Hand and finger manipulation using phone and keyboard.
• Extended time on phone with customers.

Education: High school diploma or GED equivalent.

Benefits:

• Medical, Dental and Vision Care
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Paid Vacation
• Paid Sick Time
• Tuition Reimbursement
• 10 Paid Holidays
• 401(k) Retirement Savings Plan
• Short Term Disability Insurance (STD) & Long-Term Disability Insurance (LTD)
• Life and Accidental Death and Dismemberment Benefits (AD&D)
• Voluntary (Optional) Life Insurance
• Pet Insurance
• Employee Assistance Program (EAP)