Supervisor Technical Support (CTS/TS/SPV/4026)

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JOB INFORMATION

Job Description/Position Title (Code):

Supervisor Technical Support (CTS/TS/SPV/4026)

Grade Min:

14

Grade Max:

17

Career Level:

Supervisor

MAIN PURPOSE OF ROLE

Summarize the main purpose of the role.

Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.

MAIN RESPONSIBILITIES

•

Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.

•

Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records.

•

Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.

•

Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.

•

Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.

•

Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work schedules and targets are met.

QUALIFICATIONS

Education

Education Level

Major/Field of Study

Or

Education Level

Associates Degree (± 13 years)

☐

Experience/Background

Experience

Experience Details

Minimum 4 years

Licenses and Certifications

License/Certification

Language Proficiency

Language

Proficiency

Note: This job description is not to be considered an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional duties for this role.