Customer Service and Support Supervisor

Are you looking for an opportunity with a cutting-edge software company?

Leading Innovation

NASCENT has always been an innovator. Since ushering automation into gate systems in 1996, we have been early adopters and, in some cases, the sole integrators and developers of many cutting-edge technologies and concepts. We work to leverage such technology within gate automation.

We are seeking a highly organized, customer-focused Customer Service and Support Supervisor to lead our SOC division’s technical support team. Our mission is to have advanced awareness of issues before the customer knows, to deploy an immediate launch of a solution that will keep operations healthy and running, and a deliberate plan for permanent resolution on first contact. This experienced professional will oversee daily operations, ensuring we accomplish this mission with prompt, efficient service and high customer satisfaction while upholding company service standards. The Supervisor will provide leadership to support technicians, offering guidance and ensuring consistent, high-quality support. This role requires strong leadership, problem-solving skills and a commitment to creating a positive experience for both customers and team members. The ideal candidate will bring technical support experience, excellent communication skills and a dedication to delivering the appropriate level of customer service in a fast-paced environment.

A generous compensation/benefits package is offered that includes:

• Comprehensive benefits package to include medical, dental and vision from day one.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Company paid short/long term disability and basic life.
• Voluntary life.
• Voluntary accidental and critical illness.
• 401k traditional/ROTH with employer matching.
• Flexible time off.
• 4 weeks paid parental leave.
• 10 paid holidays.
• Educational Assistance Program.
• Onsite gym for employees.

RESPONSIBILITIES: Customer Service and Support Supervisor

• Supervise and lead a team of support technicians, ensuring optimal performance, productivity and morale.
• Foster a positive, team-oriented culture by promoting collaboration, mutual support and a strong 'Team' mindset within the department
• Conduct regular performance reviews, set individual contributor and team goals and provide ongoing coaching, training and development.
• Manage schedules, allocate resources, and ensure adequate coverage for all customer inquiries.
• Provide guidance and problem-solving assistance to the support team in diagnosing and troubleshooting issues related to the installation, operation and maintenance of automated gate systems.
• Ensure the team is equipped to resolve customer issues efficiently, handling or escalating complex cases to relevant departments as necessary.
• Review support requests, monitor ticket resolution times, ensure timely and effective resolution and high standards of customer satisfaction.
• Serve as the primary point of contact for escalated client issues and complaints, working to resolve them quickly and professionally.
• Monitor interactions to ensure a high standard of service, providing individual contributor feedback to ensure consistency, accuracy and efficiency in customer responses.
• Review customer feedback and adjust support strategies to improve service levels and satisfaction.
• Develop strong relationships with clients, ensuring they are informed and supported throughout the installation and service process.
• Track key performance metrics (KPIs) and service level agreements (SLAs) such as response times, resolution rates, customer satisfaction scores and other relevant metrics. Analyze metrics and identify areas for process improvements to enhance team efficiency and customer experience.
• Maintain and update knowledge base, scripts, and support documents to optimize customer interactions and ensure the team has access to accurate information.
• Implement support tools, systems and training programs to optimize workflows and knowledge-sharing practices within the team.
• Collaborate with the installation, sales and product teams to ensure smooth transitions between project phases and clear communication of technical issues.
• Maintain and develop a list of enhancement requests and improvement ideas, providing detailed proposals to management for review and approval.

QUALIFICATIONS: Customer Service and Support Supervisor

• 3 years in a technical support role, preferably within the automated systems or related industry.
• 1-2 years in a supervisory or leadership position.
• Strong understanding of automated gate systems or related mechanical/electrical systems.
• Proficient in SQL
• Knowledge of the intermodal or logistics industry.
• Proficiency in diagnosing and troubleshooting mechanical, electrical and software-related issues.
• Excellent communication, interpersonal and customer service skills.
• Ability to adapt and manage a team effectively in a fast-paced, dynamic environment.
• Capacity to manage time effectively, prioritize tasks and ensure team productivity.
• Proven problem-solving abilities, attention to detail and experience handling escalated customer issues.
• Proficiency in support ticketing systems and understands support ticketing concepts.
• Bachelor’s degree in business, Communications or a related field (preferred) or equivalent work experience.