Supervisor - Customer Support Job Kansas City area,Missouri USA,IT/Tech

Technical Support and Solution Delivery-Customer Support and Advocacy:

Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions for an operational team, and/or builds customer relationships.
Serves as point of escalation for unresolved and/or difficult customer inquiries.
Monitors the incident management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency.
Supervises team members to prepare training for new product releases or functionality and contributes feedback to the team to meet desired goals of providing excellent technical customer support, ensuring resolution of customer technical and/or non-technical inquiries across multiple systems or products in a timely manner.
Reviews customer feedback through user group meetings and/or outreach programs and follows up on survey results as needed.

Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:

Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution and escalating to leadership team as needed.
Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution, guiding junior team members through the resolution request and/or on escalated issues by leveraging senior staff.
Promotes collaboration with other technical teams in resolving complex customer technical issues to ensure complete resolution in a timely manner.

Technical Support and Solution Delivery-Technical Support Documentation:

Supervises team efforts in producing documentation, reviewing service-related documentation and continuing to build and evolve Knowledge Base for customer technical support.
Supports the expansion of Knowledge Base to enhance customer technical support and overall user experience.

Technical Proficiency and Support Enhancement-Technical Support

Collaboration:

Escalates identified issues or bugs in products or infrastructure to Quality Assurance and Development teams for resolution.
Coordinates with cross-functional teams on product enhancement initiatives, providing feedback on key customer pain points.

Technical Proficiency and Support Enhancement-Technical Support Improvement:

Supervises team to follow established processes and recommends process improvements to enhance team efficiency and effectiveness.
Fosters collaboration with cross-functional teams on business problems or improvement opportunities.
Facilitates support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events.

Strategic Planning:

Contributes to resource planning, under direction of next-level manager.
Provides recommendations to next-level management on product, process, and customer experience improvements.

Performance Monitoring and Management-Performance Monitoring and Management:

Monitors and evaluates key metrics to ensure the team meets desired goals of providing excellent technical customer support and resolving service requests, and implements basic operational and procedural changes within the team for continuous products and services improvements.
Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.

Additional Responsibilities (as needed) Service Translation:

Manages translation services for technical and non-technical inquiries for products and services.
Coordinates resourcing to assist with testing on translation tools.

Core Responsibilities Planning & Execution: