Support Supervisor (HID2159)

Location: 
Salt Lake City, UT North AmericaUSSalt Lake City, UT
HID Global
2021-08-02
Job Type: 
Full-time
Functional Area: 
Operations/Manufacturing
Job Level: 
Mid-Senior Level

Become a Support Supervisor in an Innovative High-Tech Security Company

Job ID: HID2159

#Securing your Future!

The successful candidate will have experience supervising/operating a contact center. This includes supervising 5-10 agents that provide technical assistance and customer support service to customers via email and phone, and implementing processes to ensure quality service across internal and external platforms. The working Support Supervisor will define agent schedules, create forecasting and projections for short- and long-term targets, train new hires, collaborate with other departments on processes, product improvements and policies, conduct routine training on products and changes, as well as perform the same duties as the Support agent. The candidate will also have a successful history of implementing and completing personal improvement plans as needed.
 

What you will be doing

  • Adhere to the same duties and responsibilities as that of the standard Support agent
  • Working in a call center, ensuring customers receive the highest quality technical and customer support
  • Responds to customer service inquiries regarding company products, features and/or services
  • Researches, documents and communicates recurring technical issues
  • Will provide multiple levels of escalated support based on the complexity of the technical issue
  • Will refer problems of an unusual, unsolvable nature to the appropriate department for research
  • Manages a staff of 5-10 agents in a dynamic environment
  • Assist with on-going training and create and modify existing training materials
  • Weekly feedback, skill assessment and any necessary trainings with agents
  • Possess broad knowledge of the organization’s products and services
  • Mentor and coach team on troubleshooting, solution development, and communication best practices
  • Monitor work queues and ensure adequate coverage to meet service level standards
  • Contribute to the development of processes and procedures
  • Effectively identify counseling needs for performance, attendance, etc., and take necessary action
  • Participate in hiring and recruiting efforts for the team
  • Maintain and contribute to the knowledge base, hosted internally and publicly
  • Effective reporting of metrics, compliance, incidents, and other necessary communications
  • Strong problem-solving ability and the ability to manage multiple tasks simultaneously
  • Recommend process improvements that can be utilized to maximize the overall customer experience with the company
  • Participate in annual goal-setting and performance reviews


What we are looking for    

  • Ability to work flexible hours based on business need
  • Proven experience as call center supervisor or similar supervisory position
  • Effective at providing honest feedback and coaching individuals to meet business needs
  • Strong leadership skills and practice proven methods of improving team cohesion
  • Proven ability to direct personnel in a fast-paced call center environment
  • Be able to perform the duties of a standard Support agent while also supervising the team
  • Knowledge of performance evaluation and corrective action procedures
  • Superior communication skills and proven record of providing excellent customer service
  • Internet Browser experience/expertise (Internet Explorer, Edge, Firefox, Chrome)
  • Operating system experience/expertise (Windows, Linux, Unix, Mac OS)
  • Strong internet, extranet and intranet application experience
  • Strong knowledge of Excel or equivalent to produce statistical reporting
  • Working knowledge of networking, database and client server environments


Who you are

  • High School Diploma/GED
  • Minimum 3 years’ experience in customer support or related field
  • Minimum 2 years’ experience in technical support or related technology field
  • Minimum 3 years’ experience in a call center supervisory/management role
  • Associates Degree in Computer Science or related field preferred
  • PKI experience helpful
  • Experience managing multi-tiered support team(s)


Work Requirements

  • Must be a U.S. Citizen
  • Compliance to all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
  • Candidate must agree to, and successfully pass a comprehensive background check to include:
    • Financial review
    • Civil review
    • Criminal background check
    • Drug screening, where applicable
  • Must be legally eligible to work in the United States.


Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world's people, places and things. Every day millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.