SOMA Global · 5 months ago
Client Support Supervisor
Jackson, MS
Full-time
Onsite
Entry, Mid Level
2+ years expSOMA Global is seeking a Client Support Supervisor to oversee the daily operations of the Customer Support Team while actively participating as a team member. The role involves managing schedules, monitoring call queues, handling escalations, and ensuring exceptional customer support and experience.
Cloud Data ServicesInformation TechnologyPublic SafetySoftware
Responsibilities
Assume Supervisory responsibilities for Customer Support Team representatives
Manage work schedule and availability in support systems (attendance and performance)
Oversee timecard entry and approvals
Monitor and manage call queue as it pertains to Support Team and customer resource needs
Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
Ensure Support processes are followed and identify new processes where appropriate
Promote a Customer Centric environment and help to ensure support issues are handled in a timeline manner and customers receive updates on existing tickets
Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow up including accurate DevOps creation for ticket escalations
Coordinate with Tier-3 to provide Support priorities for existing escalations
Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
Oversee product release coordination for resolved tickets
Train & mentor Tier-1 & Tier-2 Customer Support Representatives
Coordinate and lead monthly Team meetings with an Agenda sent in advance
Suggest topics for Support training to improve team skills
Create and distribute performance reviews for team members
Oversee Zendesk configuration
Assist in call queue as needed for overflow support
Qualification
Required
Attend and complete Kologik provided Management/Leadership Training as assigned
Be able to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Proficiency in English
High school diploma or GED is required, an Associates Degree or higher or technical certifications are highly desirable
2-4 years of experience as a Technical or Customer Support Representative or similar Customer Service role is highly desirable
Familiarity with our industry is a plus
Experience using help desk software and remote support tools
Aptitude for learning new technologies quickly
Strong client-facing and communication skills
Troubleshooting and multi-tasking skills
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases
Company
SOMA Global
SOMA Global is a provider of cloud-native, modern public safety solutions focused on the public sector.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$22.5MKey Investors
Greater Sum VenturesWeatherford Capital
2024-02-08Series Unknown
2024-02-08Acquired
2021-01-26Series A· $22.5M
Leadership Team
Joshua Lewis
Chief Technology Officer
Michael Olsen
Client Account Manager / Partner Experience Representative
Recent News
Morningstar, Inc.
2025-01-21
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