Customer Service Queue Supervisor
hace 3 semanas
Overview
Synergy ECP is a reputable Service Disabled Veteran-Owned Small Business (SD(VOSB) that provides top-notch services to the defense, intelligence, and healthcare industries.
Salary: $65,000 - $80,000 per annum
Job Description:
As a Customer Service Queue Supervisor at Synergy ECP, you will be responsible for managing ticket queues, prioritizing work assignments, and ensuring service levels and objectives are met. Your duties will include monitoring queues, assigning tickets to technical resources, maintaining SLAs, and facilitating resource allocation based on workload.
Responsibilities:
- Monitor queues and assign tickets to appropriate resources for troubleshooting and resolution.
- Maintain SLAs by closely monitoring queue performance.
- Assign out-of-scope tickets to Service Desk or Other Teams as needed.
- Ensure related tickets are linked to parent tickets and proper follow-up is performed after incident resolution.
- Coordinate tickets crossing organizational boundaries to ensure customer satisfaction.
- Prepare daily reports on Incidents/Change/Problem tickets and SLA status.
- Summarize major incidents occurring during your shift.
- Coordinate resources with teams across disciplines to meet SLA targets.
- Resolve high-priority tickets efficiently.
Required Skills and Qualifications:
To succeed in this role, you will need a Bachelor's degree and three years of experience or an Associate's degree and five years of experience working with customer technology and support requirements. Key skills include strong time management and communication skills, ability to adapt and prioritize work independently, and experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent.
Certifications:
A TS/SCI clearance is required. Holding an ITIL v3 Foundations certification is desirable.
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