Support Supervisor

Creative Realities Inc • Louisville, KY

5d

About The Position

Creative Realities, Inc. is a full-service digital signage solutions company that designs, develops, deploys, and maintains digital experiences for physical environments. The Support Supervisor oversees all first-shift team members and ensures customers receive timely and effective support. The role reports to the Support Manager and collaborates with other team members and departments to maintain and exceed service standards. The schedule is Monday through Friday, 8:00 AM–5:00 PM EST, with flexible hours as needed, including weekends and holidays.

Requirements

• At least 2 years of experience in a helpdesk or call-center environment; IT industry experience preferred.
• Diploma or equivalent required.
• Knowledge of operating systems and basic IT terminology, including Windows, iOS, and Linux.
• Familiarity with Microsoft Office applications, including Word, Excel, and Outlook.
• Comfort with multi-line phone systems.
• Computer knowledge and familiarity with PC and audio/visual hardware and components.
• At least 2–3 years of supervisory experience in a customer-support environment.
• Strong communication and interpersonal skills, including the ability to work effectively with team members and customers.
• Excellent problem-solving and analytical skills, including the ability to identify and resolve complex issues.
• Ability to work flexible hours as needed, including weekends and holidays.
• Ability to work Monday through Friday, 8:00 AM–5:00 PM EST.

Nice To Haves

• IT industry experience.
• Familiarity with ticket-management or CRM systems.
• Networking and IT experience.
• Experience with CRM systems and call-center technology.

Responsibilities

• Oversee first-shift team members and ensure they perform their duties effectively and efficiently.
• Monitor service-level agreements (SLAs) to ensure customers receive timely and effective support.
• Monitor calls and scorecard agents to ensure they meet quality standards.
• Maintain support-center processes and procedures and recommend improvements to optimize service delivery.
• Serve as the primary escalation point for critical client issues and ensure the team is prepared to address urgent matters.
• Train and onboard new team members, providing the knowledge and tools needed to support clients.
• Collaborate with management to identify operational weaknesses and recommend improvements.
• Analyze team performance data and develop action plans, including coaching and training as needed.
• Foster a positive and productive team culture and help keep team members motivated and engaged.
• Ensure team members adhere to company policies and procedures and take corrective action when necessary.
• Participate in regular team meetings and provide updates on performance, issues, and challenges.
• Collaborate with other departments to meet client needs and support smooth business operations.
• Stay current on industry trends and developments and recommend ways for the team to stay ahead.

Benefits

• Company-paid individual portion of medical insurance.
• Company-paid life insurance.
• Company-paid long- and short-term disability insurance.
• Access to company dental and vision insurance programs.
• Eligibility for a high-deductible health plan (HDHP) with HSA option.
• Flexible spending account (FSA) and dependent care flexible spending account (DCFSA).
• 401(k) program with company-paid matching of up to 3% of annual salary.
• Paid time off.
• Holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED