What are the responsibilities and job description for the Public Safety Communications Supervisor position at City of Santa Fe Springs?
Description
The Senior Customer Support Representative is responsible for ensuring the success of our customers by effectively resolving cases escalated by our Tier 1 support group. This role involves assisting junior support professionals by designing and delivering technical training and developing technical best practices. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
Examples of Duties
Respond to customer requests that have been escalated from Tier 1 support representatives
Answer high-difficulty technical questions, solve high-difficulty technical problems, and suggest appropriate workarounds related to supported applications
Resolve high-difficulty customer service issues and skillfully manage complex customer service problems
Perform root-cause analysis by verifying technical facts and developing logical conclusions
Manage customers' expectations and experience in a way that results in high customer satisfaction
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
Research, document and escalate cases according to procedure
Actively participate in job related training
Assist with the design and delivery of product and other technical training
Review support cases for technical and troubleshooting accuracy
Define and describe technical best practices
Identify product and services up-sell opportunities and describe NEOGOV solutions to customers in a way that is articulate, accurate, and persuasive
Develop high quality solutions as assigned
Complete assigned project responsibilities
Required Skills/Experience
Typical Qualifications
Bachelors' degree required
Minimum of 2 years of experience as a senior level customer support escalation point
Experience with ATS, CRM, ERP and/or On-Demand (SaaS) model preferred
Experience in HR or Government HR preferredUnderstanding of Relational Databases
Expert troubleshooting and problem solving skills
Excellent Communication Skills With The Ability To Teach Others
Ability to acquire and apply new technical knowledge quickly
Outstanding account management and customer service skills
Ability to manage stressful customer situations successfully; excellent judgment with managing customer expectations
Clear understanding of sales objectives and sensitivity to sales priorities
Additional Information
Desired Skills
Prior Experience with Software as a Service (SaaS)
Prior Experience with Public Sector/Government Agencies
NEOGOV offers a comprehensive benefit package including health insurance, personal leave, and a 401(k) plan.
The Senior Customer Support Representative is responsible for ensuring the success of our customers by effectively resolving cases escalated by our Tier 1 support group. This role involves assisting junior support professionals by designing and delivering technical training and developing technical best practices. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
Examples of Duties
Respond to customer requests that have been escalated from Tier 1 support representatives
Answer high-difficulty technical questions, solve high-difficulty technical problems, and suggest appropriate workarounds related to supported applications
Resolve high-difficulty customer service issues and skillfully manage complex customer service problems
Perform root-cause analysis by verifying technical facts and developing logical conclusions
Manage customers' expectations and experience in a way that results in high customer satisfaction
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
Research, document and escalate cases according to procedure
Actively participate in job related training
Assist with the design and delivery of product and other technical training
Review support cases for technical and troubleshooting accuracy
Define and describe technical best practices
Identify product and services up-sell opportunities and describe NEOGOV solutions to customers in a way that is articulate, accurate, and persuasive
Develop high quality solutions as assigned
Complete assigned project responsibilities
Required Skills/Experience
Typical Qualifications
Bachelors' degree required
Minimum of 2 years of experience as a senior level customer support escalation point
Experience with ATS, CRM, ERP and/or On-Demand (SaaS) model preferred
Experience in HR or Government HR preferredUnderstanding of Relational Databases
Expert troubleshooting and problem solving skills
Excellent Communication Skills With The Ability To Teach Others
Ability to acquire and apply new technical knowledge quickly
Outstanding account management and customer service skills
Ability to manage stressful customer situations successfully; excellent judgment with managing customer expectations
Clear understanding of sales objectives and sensitivity to sales priorities
Additional Information
Desired Skills
Prior Experience with Software as a Service (SaaS)
Prior Experience with Public Sector/Government Agencies
NEOGOV offers a comprehensive benefit package including health insurance, personal leave, and a 401(k) plan.