Public Safety Communications Supervisor

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.