Customer Support Supervisor - Nebraska, Omaha

The announced job offer is made public by the firm: DMSi Software and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Nebraska at the city Omaha, in the country US - at this current ZipCode: 68118

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The Customer Support Supervisor supervises the internal processes and a team of Customer Support personnel who are responsible for the support of DMSi s products. The Supervisor will manage the process for incoming support issues and ensure that customer issues are handled in a responsive manner and customers receive the highest level of support. The Supervisor will also perform personnel duties like work schedules, PTO approval, day-to-day supervision, and coaching for staff development. The Supervisor will assist the Customer Support Manager with DMSi s formal performance management and salary administration processes. To ensure the consistency of high-quality customer experiences, the supervisor will monitor and audit service management processes and provide feedback and recommendations for improvement.

RESPONSIBILITIES AND DUTIES:

1. Reviews incoming cases and ensures they are properly assigned or escalated as needed
2. Reviews the status of all cases not resolved within one business day to ensure proper action is being taken and customer communication is appropriate
3. Assists with recruiting and interview processes as needed
4. Provides coaching, and direction to Customer Support staff in resolving open cases re-assigns or escalates cases as needed
5. Monitors appropriate metrics to ensure the performance of staff and customer satisfaction
6. Supervise work of assigned team and coordinate work with other DMSi team members provide performance feedback to staff
7. Utilize DMSi s internal project management, customer support, and knowledge base tools
8. Administer the Learning Management System and provide training for assigned staff
9. Monitors and responds to customer escalation or complaints about support issues
10. Participates and assists with internal improvement and customer projects
11. Attends and participates in internal department and management meetings

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Supervision and coaching skills
2. Advanced knowledge of and ability to apply ERP System concepts; understand business processes, and accounting principles and procedures
3. Ability to apply project management skills and utilize DMSi project management tools
4. Good verbal and written communication skills
5. Good analytical, logical, research, and problem-solving skills
6. Good online, phone, and in-person training facilitation skills
7. Ability to positively interact with all levels of the company and with others outside the company
8. Ability to maintain a high degree of tact, professionalism, and confidentiality
9. Ability to operate primary office equipment and computers
10. Ability to adhere to organizational policies and procedures
11. Ability to work in the Omaha office

WORK ENVIRONMENT & PHYSICAL DEMANDS:
Normal office environment with use of computers and telephone systems; no unusual physical demands
Travel to customer locations as needed, including business air travel and car rental

EDUCATION AND EXPERIENCE:
Bachelor s degree in Accounting, MIS, Business Administration, Supply Chain Management, other related field, or equivalent work experience