Supervisor, Technical Support

The primary responsibility of the Supervisor of Technical Support is the daily coordination, administrative support, and performance management of Technical Support staff. They ensure quality customer service is delivered to eMoney’s customers in an efficient manner by training, coaching and mentoring their team members. They manage elevated client calls, working with Data teams, Client Service Teams, and upper management when necessary. Additionally, they serve as a resource to Client Support staff regarding the eMoney Data Support policies and procedures.

Responsibilities

• Coach team members and provide constructive feedback to ensure they meet quality standards for all interactions
• Conduct interviews and provide feedback as part of the Data Support hiring team
• Educate internal staff on Data Support concepts and processes
• Work with direct manager to enforce organization standards, policies and procedures and initiate disciplinary action when required
• Review and approve time sheets and PTO requests
• Answers questions on the floor
• Receive complaints, resolve problems, and manage elevated calls from clients that require interaction with a supervisor, as acting as point of contact with internal departments to resolve issues
• Distribute tasks and duties to Level 1 and Level 2 Data Specialists based on their specialty and experience level
• Maintain knowledge of eMoney’s product and enhancements to support clients and staff
• Ensure that employees understand their duties and delegated tasks
• Ensure adherence to daily schedules to achieve optimal queue coverage
• Project work as assigned

Requirements

• Bachelor’s degree or equivalent work experience required
• 5+ years in a Technical Support/Customer Service role or relevant experience in the IT industry
• Familiar with web applications
• Proven organizational, coaching and leadership abilities

Skills

• Ability to deliver constructive criticism in a motivating fashion.
• Strong aptitude for call center staff development
• Ability to lead and motivate employees of varying experience, tenure, professional and educational background
• Strong interpersonal and written/verbal communication skills
• Strong organization and management skills
• Strong independent judgement and decision-making skills
• Ability to manage multiple projects and tasks simultaneously
• Ability to successfully solve problems and resolve conflicts independently

The salary range for this position is $67,000 - $92,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.