Summary of Job Title: The Support Supervisor will oversee and manage daily operations of Support Specialists who troubleshoot Aprima software related problems. The Support Supervisor is responsible for the hiring, mentoring and performance of each staff member within the Support Team, coordinating with other supervisors and managers to deliver high quality service and to provide consistent, accurate, reliable and usable information that is applicable to the performance of the team.
Essential Duties and Responsibilities: Please note that other duties may be assigned by your supervisor. The Support Supervisor will ensure Aprima customers receive the necessary support to utilize the products they have purchased from Aprima by ensuring that the Support department has the necessary tools and knowledge to provide support for Aprima software products. The Supervisor will be responsible for the administration of the Support department including, but not limited to: hiring, disciplinary actions, annual reviews, quality of support, case inventory management and scheduling the team for customer support. The supervisor will also assist with planning and management of the Support Lab at the annual User Conference.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ADDITIONAL SKILLS DESIRED (but not required)
Education and/or Experience or both:
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