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<JOBS> Desktop EDI Tool Support Manager -- Atlanta, GA
Inovis is a provider of EDI software tools and network services based
in Alpharetta Georgia. We are looking for a supervisor for one of our
EDI customer support desks. A complete job description is provided
below. The basic requirements include: past experience working in a
technology customer support organization, experience working with
EDI, past supervisory experience. If interested please send a good
cover letter and resume to We are
looking to fill this position quickly.
Regards,
john mecke
Job Title: Supervising Consultant
FLSA: Exempt
Department: Client Services/Desktop Support Support
General Purpose of Position:
Provides technical support to Inovis'TrustedLink:Windows
customers. Functions as first escalation point for customer
satisfaction. Operates under minimal supervision. Responsible for
management of a team focused on TrustedLink:windows.
Major Duties and Responsibilities:
- Provides exceptional support to customers via telephone and
electronic methods of communication
- Manages workflow for direct reports and assigns support issues to
Customer Support staff
- Serves as point of escalation for complex problems and issues -
Serves as reference for other team members and internal customers
- Effectively documents and manages each issue through resolution or
escalation according to procedures
- Ensures team service levels are met on a daily basis
- May answer technical questions for management and upper management
regarding customer issues and problems
- Serves as a technical resource to Customer Support team,
researching issues and coaching on appropriate resolution methods
- Participates in special projects as needed
- Monitors/manages performance of direct reports.
- Promotes teamwork and learning with Customer Support staff and
fosters a positive work environment
- Manages personnel activities of direct reports (i.e., hires,
trains, appraises, rewards, motivates,
disciplines, recommends termination as necessary, etc.)
- Communicates departmental objectives and implements plans to attain
and exceed performance and business goals
- Leads by example by promoting and maintaining a high quality,
professional, service-oriented company image among the team
Knowledge, Skills and Abilities:
Strong working knowledge of EDI mapping, transformation, and value
added networks
Knowledge/experience in use and support of desktop EDI products like
TrustedLink:Windows
Supervisory experience and ability to assign work and tasks to others.
Successful completion of Certification for Support Professionals
(CSP) (Preferred but not required).
Able to resolve escalated customer service and support issues. Proven
customer service management skills.
Able to operate under minimal supervision.
Incumbent should be self-motivated and able to act independently.
Excellent writing, editing, interpersonal and communication skills.
Advanced PC skills used, as required, for troubleshooting, call
logging, product application support.
Microsoft Office skills required.
Excellent time management, decision making and organization skills.
Able to operate across multiple computer environments and platforms.
Able to adapt to changing priorities, which may require night,
weekend, & holiday work.
Able to participate in rotating after hours on call duty.
Notice:
Our jobs at Inovis are dynamic the above statements are
intended to
describe the general nature and level of work being performed and are
not intended as an exhaustive list of all responsibilities, duties
and skills required.
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