The Customer Support Supervisor is responsible for enforcing department policies, procedures and ensuring standardized troubleshooting processes and case management guidelines are followed. This position manages front-line technical support engineers by using performance metrics, thorough analysis of data, and 1on1s to ensure department goals are met. Other responsibilities include managing high profile customer escalations and reducing time to resolution to improve the support experience. This position works cross-functionally with other department supervisors and managers when needed to solve customer related issues. This individual will also work with the Customer Support Manager to identify inefficiencies in the department and make recommendations to improve the effectiveness of the support organization.

• Provides 1on1s for coaching and development
• Utilizes metrics to drive department performance and Associate development
• Ensure department policies and procedures are being followed to ensure consistent productivity
• Participates in building a strong customer support team by utilizing leadership skills and positive influence that is customer focused
• Possesses ability to mentor team members and coach to service level compliance including hold times, first call resolution, case, and RMA accuracy
• Identify career path goals, progression and areas that need improvement for personal and professional growth
• Provide guidance to customer support engineers during complex customer calls to expedite time to resolve
• Provide a framework for new hires and participate in onboarding while coaching to resources that are available to assist them and how they can excel at their role
• Monitor the inbound call queue to ensure service level compliance and make queue staffing adjustments as needed
• Responsible for customer service quality by listening to and rating calls in addition to reviewing individual agent case management for accuracy
• Responsible for handling escalated customer concerns/inquiries and promoting Sound products and services
• Handle highly visible customer accounts with urgency without sacrificing quality
• Deliver agent performance metrics to Customer Support management and make recommendations for improvement or growth
• Participate in process gap analysis to identify process improvement opportunities
• Takes independent actions and calculated risks in solving customer issues
• Adapt to highly dynamic customer support environment that involves prioritization and organization to achieve results

Work Expereince Requirements

• Previous technical support supervisory or leadership experience in a large support organization
  
• Experience successfully supervising, mentoring and leading peers or subordinate employees
  
• Previous experience in hardware and software support strongly desired
  
• Manages difficult or emotional customer escalations
  
• Detail oriented with strong ability to follow through
  
• Excellent organizational and time management skills
  
• Strong analytical skills
  
• Very strong PC skills and knowledge of MS applications including Excel, PowerPoint, Word and Outlook
  
• Works independently while problem solving without sacrificing quality
  
• Works well in collaborative environments
  
• Ability to provide problem summary and status updates to next level management
  
• Previous experience in Medical Imaging (Ultrasound, CT, and Radiology) is a plus
  

Education Requirements

• Bachelor’s or Associate’s degree in a technical field preferred or equivalent work experience
  
• Technical certifications a plus(CCNA, MCSE, MCP, or A+ and/or equivalent work experience)
  

Physical Requirements

• Extensive typing & data entry (90%).
  
• Occasional lifting up to 5lbs. Pushing/pulling up 10lbs.
  
• Predominately sitting (90%).
  
• Communication on phone and computer (90%)