Customer Support Supervisor

US-AR-Bentonville
Job ID
45157
Function
Customer Support

Overview

 

 

 

Zebra offers customers a complete end-to-end solution — from mobile computers and scanners to specialty printers, RFID, software and services — for identifying, tracking and managing critical assets, people and transactions. We have 6,500 employees in approximately 120 locations around the world.

 

We are growing and looking for a Customer Support Supervisor. This position oversees the front-line staff engaged in resolving problems with customers via telephone, email or chat sessions using full product knowledge and interpersonal skills.

Responsibilities

  • Manages the day-to-day activities of a team with the responsibility for driving results and supporting the development of staff and processes.
  • Handles and resolves critical escalations from all points of contact, including customer, partner and internal parts of the organization.
  • Ensures resources maintain compliant with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided.
  • Manages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions.
  • Acts as an escalation point to analyze and interpret customer concerns. Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.
  • Identifies process improvement and verification activities; develops and applies quality improvement techniques. Ensures resources maintain compliance with quality process and standards.

Qualifications

  • Demonstrates strong customer service, communication and problem-solving skills.
  • Bachelor’s Degree (or equivalent vocational qualification/experience)
  • Preferred Work Experience (years): 5+ years’ experience in a technical environment.
  • Fluent level of English (written and verbal) as well as local language as applicable.
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation.
  • Advanced knowledge of the region and / product lines supported.
  • Strong leadership skills coupled with a desire and ability for continuous learning / self-development.
  • Role model level professional work behaviors (attendance, teamwork, time management).
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar).
  • Intermediate presentation skills.

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