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Career Opportunity: Customer Support Supervisor

Job Title
Customer Support Supervisor
Organization
AgFirst Farm Credit Bank
Location
Columbia, South Carolina
Department
Customer Support
Experience Level
Mid-Career (5-10 years)
Supervisor's Title
Category
Information Technology
Salary Range
DOE, depending on experience
Posted Date
Thursday, November 2, 2017
Closing Date
Open until filled
Job Description

AgFirst Farm Credit Bank is seeking a Customer Support Supervisor for Columbia, S.C. 

This Customer Support Supervisor is responsible for the oversight of the support functions within the Customer Support Center.  The position serves as a first point of reference for customer facing analysts charged with providing high quality and timely support to external and internal customers.  This individual also supervises the Operational functions for ShoreTel administration, assyst by Axios administration, Oaisys administration along with basic hardware/software support.  In this role, you will manage the Customer Support Center analysts, and serve as the primary project resource within the Customer Support Center and help ensure the continued development of the department as it evolves to meet the changing needs of the Bank and our associations.
 
 
Responsibilities:

  • Serves as a Supervisor/Team Leader for customer –facing analysts charged with providing high quality and timely support to external and internal customers.
  • Manages to green performance on CSC’s goals reported on the bank’s scorecard.
  • Evaluates/Oversees departmental call quality with a minimum of 40 evaluations per month and the progress.
  • Writes, reviews, publishes and approves quality email communications prior to distribution.
  • Provides Back-up on-call support as needed.
  • Ensures/oversees the business recovery plans for the Customer Support Center.
  • Serves as a Lead Analyst on Axios and ShoreTel projects. Also acts as local CSC ShorTel administrator to include tasks such as validating system performance, performing routine tests.
  • Ensures adequate training is delivered to Customer Support Analyst in advance of implementation.
  • Responsible for the personal and professional development of the team and direct reports.

 
Required:

  • 3-5 years team lead or team support experience.
  • BS Degree in business or related technical discipline.
  • Strong customer service orientation, desire to embrace technology as a means of improving service.
  • Proven organizational skills and demonstrated abilities to establish priorities, self-direct and willingness to take initiative.
  • Ability to work under pressure and exercise sound business judgment.

 
Preferred:

  • HDI Team Lead Certification

 
 
AgFirst is an equal opportunity employer including disabled and veterans.
 
For consideration apply at http://agfirst.balancetrak.com