CLIENT SUPPORT SUPERVISOR

Coreforce•Decatur, GA

1d•$50,000 - $60,000•Remote

About The Position

Coreforce is an innovative SaaS company that provides digital solutions for frontline professionals. Their products, which include body cameras, in-car videos, mobile routers, and digital evidence systems, are designed to assist public safety officers and first responders in saving lives, building community trust, and enhancing accountability. The Client Support Supervisor role involves leveraging customer success expertise to support this innovative technology and strengthen communities.

Requirements

High school diploma or GED is required
2+ years of experience as a Technical or Customer Support Representative or similar Customer Service role is required
Experience using help desk software and remote support tools is required
Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required
Excellent verbal and written communication skills
Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities

Nice To Haves

An associate’s degree or higher or technical certifications are highly preferred
Familiarity with the public safety industry is a plus
Experience with Zendesk is highly preferred

Responsibilities

Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement.
Manage work schedule and availability in support systems (attendance and performance).
Oversee timecard entry and approvals.
Monitor and manage call queue as it pertains to the Support Team and customer resource need
Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
Ensure Support processes are followed and identify new processes where appropriate.
Create, maintain, and analyze support reports and dashboards to identify trends and gaps.
Oversee creation and maintenance of internal and customer-facing knowledge base documentation.
Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues.
Maintain training equipment.
Promote a Customer Centric environment and help to ensure support issues are handled in a timeline manner, and customers receive updates on existing tickets
Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow-up, including accurate DevOps creation for ticket escalations.
Coordinate with Tier-3 to provide Support priorities for existing escalations
Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
Oversee product release coordination for resolved tickets
Train & mentor Tier-1 & Tier-2 Customer Support Representatives
Coordinate and lead monthly Team meetings with an Agenda sent in advance
Attend and complete Coreforce -provided Management/Leadership Training as assigned.
Suggest topics for Support training to improve team skills
Create and distribute performance reviews for team members.
Oversee Zendesk configuration.
Assist in call queue as needed for overflow support.