Job Summary

Support Manager

  • Location:
    Maryland Heights, Missouri
  • Job reference:
  • Category:
    IT Management
  • Contract Type:
    Direct Hire

A highly reputable tech industry leading company in the Greater St. Louis Area (Maryland Heights, MO) is seeking a Support Manager to lead, train teams, execute account resolutions and initiate product launch plans for external clients. Your role will be integral to the call center support group in the company’s Nursing Health Education Team. Our ideal candidate will have experience as either a Call Center Manager, Service Desk Manager/Help Desk Manager or a Technical Support Manager who has exceptional client relationship skills in addition to troubleshooting technical applications. If you’re seeking to enhance your management support career, look no further and apply today!
Daily Operations
•Responsible for Mentoring and coaching team to enhance soft skills, technical ability and to adhere to department standards.
•Responsible for creating KPOs and assessing performance compliant with the PDP process
•Managing client escalating issues on a daily basis
•Takes ownership and serves as the link between the customer and person or party responsible for final resolution.  
•Effectively manages call center floor by moving resources to maximize workflow.   
•Train, track and mentor individual Technical Support Representative and team performance.   
•Leverage time management for team collaboration, task/workflow prioritization and stream line processes as necessary to achieve KPIs.   
•Uses tools and standards to consistently evaluate staff effectiveness and to ensure that tasks are completed in a timely manner   
•Interact as a team player, focusing on the goals of the department and continuous feedback and interaction with Sales Support Managers to ensure constant evaluation of departmental efficiency.
•Conducts research and testing to determine proper escalation or suggested resolution
•Adhere to identified processes to respond to issues from email, phone, and web
•Ensures timely follow-up and adherence to quality and consistency of response to ensure a positive customer experience
Support Manager Necessities
•College Degree preferred, equivalent applicable experience will be considered.  
•3-4 years of call center or front-line customer service experience required. Excellent verbal skills and polished telephone presence.  
•Strong leadership skills as well as a professional attitude and strong service orientation.  
•Problem solving skills and the ability to handle/diffuse difficult situations and resolve issues.
•Self-Starter with attention to detail
•Worked with Salesforce CRM a plus
•Some travel may be required
•Ability to use hard data and metrics to back up assumptions.  
•Ability to collect, interprets, and provides voice of the customer data to improve customer satisfaction and loyalty.  
•Key KPIs include: FCR, CSAT, Effort
If this cutting edge Support Manager job in Maryland Heights, MO applies to you, please apply NOW!

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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