This role provides direct supervision, leadership, mentoring, and daily direction for a staff of Technical Support Specialists in a call center environment. The Customer Support Supervisor requires overall responsibility for training and performance in the areas of safety, customer happiness, continuous improvement, achievement of key performance metrics, and following all SOPs and work instructions for a technical and customer service-focused team. Additionally, this role works closely with the Sales and Field Service Teams while supporting the Customer Support Manager. This role will sit onsite in Batesville, IN. This full-time position consists of working Monday - Friday, with the shift beginning at 8:30 AM. This position is needed to supervise employees in a 24/7 contact center. Responsibilities include: Providing leadership, coaching, and daily direction to your team. Implementing change initiatives. Continuously identify areas of improvement in operations and eliminate waste in processes where it exists. Maintaining technical product knowledge to keep tabs on updates and changes by continued product training to accurately handle customer troubleshooting calls and provide queue support when needed. Identifying and providing year-round technical and procedural training. Leading technical information database for departmental use. Performing monthly quality phone monitoring. Processing priority complaints, investigations, and critical issues in a timely manner. Interviewing, hiring, and training employees. Planning, assigning, and advising work. Performance management, rewarding and disciplining employees. Addressing complaints and resolving problems.

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