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. (https://www.linkedin.com/company/everon-solutions) 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 + 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. + Implement new procedures and processes within Technical Support group. + Resolve and report out on high-level customer escalations. 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 respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. + Ability to effectively present information to top management, public groups, and/or boards of directors. + 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 read and interpret applicable documents, materials, policies, procedures, etc. as presented in English 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. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)