Customer Support Supervisor

HP • Rio Rancho, NM

5d • $65,600 - $101,000

About The Position

Customer Support Supervisor Description - The Customer Support Supervisor is responsible for the supervision of activities and resources needed to support the day-to-day efforts of the department and to achieve the business plan. Provides general supervision to lower level supervisors and direct supervision to highly-skilled non-exempt employees. Provides direction and expertise to departmental teams and participates in cross-department initiatives. Acts as a point of escalation for subordinate employees as well as supervisors. Does not require day-to-day supervision, and has the ability to handle most unique situations. May need advice in order to make decision on complex business issues. Provides direction and expertise to departmental teams and participates in cross- department initiatives.

Requirements

• Typically requires Bachelor's degree or equivalent experience, 4-6 years related experience and project or team management experience.
• People management responsibility.
• Demonstrate some in-depth knowledge of corporate organization and policies.
• Demonstrate business, technical or functional knowledge at the mastery level.
• Demonstrate administrative or operations knowledge.
• Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation.
• Demonstrate management capability.

Responsibilities

• Supervise a team primarily comprised of supervisors and non-exempt employees, or contingent workforce with well-defined, limited scope. including directing daily work activities/priorities, people recruitment and development, cost management.
• Directs daily work activities of teams providing remote (offsite) service; customer access, pre-sales, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers. Services are provided on standard, specialized or complex systems. Role is primarily tactical in nature.
• Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met.
• Resolve/monitor routine escalations, as appropriate.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level