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Supervisor - Support - Insight

Lawrenceville, Georgia, United States

Description Summary: The Supervisor – Support plays a critical role in leading and developing the support team to achieve service excellence and uphold company standards for M3’s Insight product. This position ensures operational efficiency, customer satisfaction, and continuous improvement within the support function.

Essential Duties: The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. 

  • Recruit, train, and mentor support staff to foster a high-performance culture; drive accountability through performance management and coaching.
  • Oversee daily support operations, monitor and prioritize cases, maintain accurate documentation, and conduct audits.
  • Support
    • Delegate appropriate responsibilities to support staff to:
      • Ensure timely response to customer inquiries through the CRM and telephone support.
      • Ensure that support cases are prioritized appropriately based on the M3 Support Policy.
      • Ensure that support cases are categorized appropriately in the M3 CRM (ServiceCloud).
      • Ensure that tech support email, voice mail, and new support cases are monitored throughout support hours.
      • Ensure that customers are informed of support case status, progress and estimated completion time throughout the support case process until each support case is completed.
      • Ensure that all support cases are completed in a timely manner according to support case policy guidelines.
      • Ensure maintenance of Solution Source documentation for customer reference.
  • Review aged support cases and ensure that current notes and responses are added to the CRM.
  • Review customer surveys and respond to each survey appropriately.
  • Responsible for all mass communication to clients relating to system issues, enhancements, development, etc.
  • Update the Message of the Day as needed to inform clients of pertinent information.
  • Develop Standard Operating Procedures when necessary to deliver appropriate support to customers.
  • Ensure that documentation is created to cover support topics, enhancement and version upgrade notices, and other customer related items as well as maintain currency of documentation.
  • Schedule support staff and rotation of holiday coverage.
  • Provide initial and continuous training for staff.
  • Assist the Support Manager and Director to create annual labor budget plans and submit for approval by end of each year for the next year.
  • Receive and reply to emails and other correspondence from M3 team members and customers.
  • Provide suggestions for improvement of M3 procedures and software functionality.
  • Attend all scheduled M3 meetings and conference calls.
  • Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
  • Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.
  • Assist customers in understanding and training on new enhancements and features of the software.
  • Assist all other M3 team members where needed
  • Complete monthly audits.
  • Author and update Standard Operating Procedures (SOPs) and Standard Work Instructions (SWI). In addition to SOPs and SWI, you will also need to be able conduct a Root Cause Analysis (RCA) and issue notifications and proper follow up for After Action Report (AAR).
  • Other duties as assigned. 

Education/Training/Experience:

  • A minimum of 3 years of experience in a directly related position required.
  • Bachelor’s Degree in Business or Management highly preferred, or an equivalent combination of education and experience.
  • Must have strong written and verbal skills in English.
  • Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
  • Must be able to build and maintain positive business relationships with co-workers and other business contacts.
  • Prior experience supervising others with responsibility for hiring, performance management and feedback, salary review etc.

Physical Requirements:

  • Ability to sit and/or stand for extended periods.
  • Ability to perform work on a computer for extended periods.
  • Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
  • Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
  • Ability to lift and move light to moderate items occasionally without reasonable accommodation

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