isolved

Tier 2 Support Supervisor Jobs at isolved

Tier 2 Support Supervisor Jobs at isolved

Sample Tier 2 Support Supervisor Job Description

Tier 2 Support Supervisor

Tier 2 Support Supervisor

 

 

 

 

Reports to:             

Tier 2 Support Manager

Department:

Customer Support

Classification:        

Exempt

Location:

 

Date:                        

October 2020

Version:

1

 

 

All Isolved associates contribute to a positive work environment that is solution oriented.  They work within their teams while respecting the individual and treating each person they come in contact with as "the single most important person in that moment".  They go to the person that can affect a change and are committed to honest and ongoing communications.

 

Brief statement of the purpose of this position: 

 

Under the direction of the Tier 2 Support Manager, the Tier 2 Support Supervisor will assist in the daily operations of the Tier 2 Support Team.  The Supervisor will provide day-to-day coaching, guidance and leadership to the Tier 2 staff.    The Supervisor will also assist in developing, deploying and maintaining standard operating procedures to meet the company's mission, vision and values regarding customer support.

 

Primary responsibilities of this position are:

 

  • Provide day to day direction and support to Tier 2 team members, including prioritizing and organizing workloads.
  • Assist in ongoing education and training for the services provided by isolved.
  • Support staff on the processes necessary for administering services and maintaining compliance.
  • Work with staff on proper use of tools and equipment including computer applications and telecommunication systems.
  • Monitor and coach staff for development and progress against Performance Plan & Review documents.
  • Work with staff to improve understanding of duties and build relationships with internal and external customers.
  • Assist Customer Response Management as required and performs all other job-related duties as assigned.

 

 

 

 

Job prerequisites & education

 

  • Bachelor's degree preferred, but not required
  • Strong leadership and interpersonal skills, flexibility, and customer service oriented.
  • Possess strong communication skills to include written, verbal, listening, and basic instructional skills.
  • Keyboard and typing skills.  Strong knowledge of computer software applications (i.e., Microsoft Outlook, Explorer, Word, Excel, and Powerpoint).
  • Strong organization and prioritization skills
  • Ability to work independently and in a team environment.
  • Ability to carry out instructions furnished in written, verbal, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
  • Previous supervisory experience preferred.
  • High school diploma or general education degree (GED); and 2 to 4 years related experience and/or training; or equivalent combination of education and experience. Bachelors' degree preferred.

 

 

 

Physical demands and work environment:

 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear.  The employee is required to use hands.  Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.

 

 

DISCLAIMER:         

The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

 

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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at isolved will be based on merit, qualifications, and abilities. isolved does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for this position with our organization, please email Careers@isolvedhcm.com.

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