Customer Support Solutions

Clearwater, FL 33760

Posted: 02/27/2019 Industry: Clerical Job Number: 501062
Our client has been an innovator in technology based therapeutic products in the Clearwater area for nearly 30 years. They are looking for a Service Advisor Supervisor for their Clearwater office. The Supervisor will be responsible for the following duties:

1. Manage Customer Situations:

a. ESCALATIONS: Manage Customer Escalations / High Priority Tickets
Response time is very important, even if we are just acknowledging we received their email and are looking into a resolution
Follow through is key, we need to stay on top of every situation keeping everyone involved informed until resolved and at least one time after to assure resolution (possibly extended follow up if a new or ongoing issue)

b. EMAILS: Monitor all Support Emails
Provide guidance to email leads to make sure they are supplying proper info and customer service in responses

c. TICKETS: Monitor all Service Tickets
Monitor all Service Tickets to assure we are handling each situation properly and following proper troubleshooting steps
Provide guidance to all support team members to make sure everyone is entering proper details into tickets and following best steps to resolve

d. Manage STAFF: Monitor / Coach Support Staff
Monitor Support staff to assure everyone stays on task and is following support guidelines
Provide guidance and coach individuals on support team to assure everyone is meeting expectations and following proper procedures
Report back to Manager with individual / team stats and discuss areas in need of improvement


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