Company Overview:

At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

SUMMARY: Manage the daily activities of the Technical Support Staff, including customer correspondence, internal and external escalations, programming research and record management. Ensure all corporate goals in relation to customer service standards are met. Provide direction and address customer and personnel issues. Monitor, maintain and report department performance on agent productivity, job knowledge, attendance, and career growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. To perform this job successfully, the Technical Support Manager may be expected to perform some or all of the duties listed.

Work with Technical Support Team Leaders and Representatives to ensure smooth operation. Observe Technical Support Team Leaders and Representatives in their daily duties, ensuring training is proceeding in a timely manner and performance goals are met. Compile/Review department and organizational reports. Participate in management meetings. Hold weekly staff meetings. Organize and coordinate various projects. Assist with establishing new procedures and processes. Implement new procedures and processes within Technical Support group. Resolve and report out on high-level customer escalations. Resolve and report out on internal Technical Support departmental issues. Complete duties and projects as requested by the Director of Technical Services and other leadership as appropriate. Interview and make hiring/termination decisions regarding staff performing diverse job functions. Efficiently perform all Technical Support Team Leader functions and responsibilities when required. Counsel and discipline staff as appropriate, following company HR guidelines and policies. Complete special projects and additional duties as directed.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

KNOWLEDGE SKILLS AND ABILITIES

Knowledge

Advanced knowledge of all departments and their respective functions (to be learned on the job). Knowledge of account set up and testing. Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook) and internet with an advanced knowledge of and skills using Microsoft Excel.

Skills

Excellent communication and listening skills. Excellent team building skills. Must be able to effectively train and supervise employees. Constant use of discretion and problem analysis. Good decision making skills. Excellent substantive and quantitative assessment skills. Frequent use of judgment and independent action. Excellent customer service and interpersonal skills. Must be very organized and detail oriented. Must be able to remain calm with upset and angry customers.

 

Abilities Ability to type 30 wpm. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation. Ability to concentrate on a task over a period of time without being distracted. Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations. Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit and twist; use hands and arms with frequent repetitive motions and to handle, push, pull or feel; and speak and hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate. Normal Office Environment.

MINIMUM QUALIFICATIONS

Bachelor's degree (B. A.) in Business Administration or related field and two to four years customer service or technical support experience in an automated inbound customer service call center environment; or five to seven years proven leadership or management experience may be substituted for the education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.