Supervisor of Client Support

Job DescriptionWinner of the Top Long Island Workplaces and Long Island Innovator Awards, eVero Corporation is a software development and IT consulting company. We are currently looking for a motivated and tech-savvy individual to fill a Supervisor of Client Support position within our organization.The Support Supervisor is responsible for overseeing the daily operations of the Support Team, ensuring exceptional service delivery to customers, and managing a team of Support Representatives. This role involves coordinating support activities including lunch and break shifts, mentoring team members, and implementing strategies to enhance customer satisfaction and operational efficiency.Primary Duties & ResponsibilitiesTeam Management & Development:Supervise and lead a team of Support Representatives, assist with training, and evaluate staff performance. Ensure adequate coverage during peak times by developing and managing shift schedules. Provide ongoing coaching and feedback to team members to foster professional development and improve performance. Assist with onboarding new Support Team members by providing training on support tools, company policies, and customer service best practices. Identify training needs of Support Representatives and escalate them to management. Operational Oversight:Monitor and analyze support metrics, including response times, resolution rates, and customer satisfaction scores. Develop and implement process improvements to enhance Support Team efficiency and reduce resolution time. Prepare and present regular reports on team performance, customer feedback, and operational metrics to Management. Analyze support data to identify trends, bottlenecks, opportunities for improvement; develop action plans to address these findings. Assist with IT projects and initiatives as needed. Customer Service Excellence:Address and resolve escalated customer issues, ensuring a satisfactory resolution and maintaining high service standards. Regularly review customer feedback to identify trends and areas for improvement. Collaborate with Management to address systemic issues affecting customer service and execute plans to prevent recurrence. Communication:Serve as the primary point of contact between the Support Team and Management. Act as a point of escalation and support during critical service incidents. Facilitate clear and effective communication within the team and with external stakeholders. Ability to explain technical concepts to non-technical users. Qualification & Required SkillsTech-savvy with a strong background in training and troubleshooting software across various technologies, including desktops, mobile devices, and tablets. Working knowledge of MS Office products, including Outlook, Word, and Excel. Stay current with industry trends and best practices. Excellent analytical skills with creative solutions for technical issues. Proficiency in the English language; fluency in Spanish a plus. Required Education And ExperienceBachelor’s or Associates Degree with relevant work experience in a related field. Minimum of three to five years of experience in technical support, including PC hardware, software and peripheral implementation. At least two years of team management experience, including experience using a ticketing systemOther Skills / AbilitiesStrong organizational skills and proven ability to manage multiple tasks efficiently in a fast-paced environment. Demonstrated ability to work effectively with cross-functional teams while maintaining a customer-centric approach and delivering exceptional service and support. Willingness to work outside standard business hours for critical issue resolution or client meetings across different time zones. Experience with the eVero platform is a plus. Experience with CRM systems, project management tools, and collaboration software such as Halo PSA, Monday.com, etc. Company DescriptionWhen you work at eVero, you are part of a team where collaboration, corporate transparency, and a commitment to culture are paramount. You will be challenged and supported, while given the opportunity to grow and develop in your career.We are proud to offer a competitive salary with a comprehensive benefits package which include: Medical * Dental Vision * Long-term disability 401K * Paid vacation time Cafeteria plan * Volunteer Time OffHard work should always be balanced with fun and quality of life, we also offer the following amenities:Newly renovated headquarters featuring state of the art technology and a CaféA casual and comfortable work environmentMonthly team building and community outreach eventsA coffee bar with a wide array of snacks & trimmingsFully equipped Gym and Cafeteria conveniently located on siteConvenient Long Island location with easy access to the LIE (495) and Route 110When you work at eVero, you are part of a team where collaboration, corporate transparency, and a commitment to culture are paramount. You will be challenged and supported, while given the opportunity to grow and develop in your career. We are proud to offer a competitive salary with a comprehensive benefits package which include: * Medical * Dental * Vision * Long-term disability * 401K * Paid vacation time * Cafeteria plan * Volunteer Time Off Hard work should always be balanced with fun and quality of life, we also offer the following amenities: Newly renovated headquarters featuring state of the art technology and a Café A casual and comfortable work environment Monthly team building and community outreach events A coffee bar with a wide array of snacks & trimmings Fully equipped Gym and Cafeteria conveniently located on site Convenient Long Island location with easy access to the LIE (495) and Route 110