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Client Services Team Technical Supervisor
Ref No.: 18-32104
Location: Tulsa, Oklahoma
Position Type:Direct Placement
Skill Type
Skill Type:Information Technology
 CLIENT SERVICES TEAM TECHNICAL SUPERVISOR
 
The Supervisor for the Client Services Team (CST) is responsible for the people, processes, and systems related to providing exceptional services to internal and external customers. This position directs the team responsible for providing front-line platform and project support, and will provide appropriate oversight, training, tools and direction to the CST team members.

RESPONSIBILITIES:
  • Directs staffing, training goal setting and performance to develop and improve the CST function and in accordance with company standards and policies.
  • Ensures CST is providing exceptional level of customer support while resolving product or service issues, setting up client accounts, monitoring the assessment system and troubleshooting technical issues for customers.
  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Focuses team members to find opportunities for process improvement, collaboration and efficiency in customer support.
  • Ensures documentation and follow-up on problem resolution is complete and maintained in the ticketing system.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.
QUALIFICATIONS:
  • Bachelor's Degree, preferably in Computer Systems/Information Technology field.  Or 4-10 years of related supervisory experience in a customer support environment; or equivalent combination of education and experience
  • Experience with data/call center phone systems i.e. Avaya, Mitel, Cisco
  • Ability to solve practical problems in a productive manner
  • Leadership Skills: Business Acumen, Resource Management, Managing Performance
  • Interpersonal Skills: Teamwork, Communication, Building Relationships
  • Intrapersonal Skills: Dependability, Detail Orientation