Sage 100 Support Supervisor

We are seeking a Sage 100 Support Supervisor to oversee all activity on the helpdesk.  In addition to leading and managing staff, you will provide accurate, timely technical support to customers primarily via the telephone, email, and connecting remotely. The callers will expect enterprise-level support; therefore, the Support Supervisor will need to be well-versed technically and fully understand customer service concepts. The Support Supervisor will deal with support issues that are complex in nature, carry differing priorities, and must be addressed within predetermined service levels, so the Support Supervisor must be adept at balancing multiple priorities. 

In this role you will be responsible for other objectives that contribute to the development of additional support services to collect and report upon information gathered from incidents, and to interface with Sales and Consulting, in addition, you will carry out projects as assigned by the management staff and represent Net at Work in a visibly supportive manner. 

Job Responsibilities

• Effectively oversee and take ownership of all helpdesk activities and expedite tickets as needed.
• Develops and maintains in-depth working knowledge of Net at Work-supported products/services.
• Respond to client inquiries concerning ERP applications.
• Interview the user to collect information about the problem and lead the user through diagnostic procedures to determine the source of the issue/error.  Recommends/performs actions to solve/correct customer problems and issues.
• Coordinates activities with IT services, sales, consulting, and other colleagues to best service customers.
• Provides updates, status, and completion information to customers via phone or e-mail communication within stated time frames.
• Oversees Customer Support queue and ensures timely response to customers’ incoming inquiries.  Ensure all customer communication employs correct and effective language and spelling abilities.
• Tracks / Oversees all customer support issues and logs them into the customer support system. 
• Develops and manages support Knowledge Database of common problems/solutions to supply as an ongoing customer support tool.
• Develops and manages customer support sections of the company website.
• Acts as a backup resource for Consulting to perform consulting tasks as needed.
• Considers the impact on the customer when setting goals, taking action, or carrying out job responsibilities.  Responds to customers and colleagues with an appropriate level of urgency and responsiveness.
• Takes personal responsibility to ensure customer satisfaction despite time pressures or significant obstacles.  Works to remove barriers to delivering top-notch customer service.
• Assign tasks, and provide training, and guidance, while fostering a collaborative and high-performing team environment
• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally.  Develops and presents solutions to appropriate parties.  Professionally and proactively handles problems and/or conflicts to resolution.  Uses sound judgment regarding escalation of issues to client or company management.
• Meets time requirements for all assignments, with minimal reminders.  Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
• Takes extra steps to execute project assignments and work output with precision and quality.  Uses company methodology and quality assurance standards where they exist.
• Works effectively and professionally with clients and company staff, maintaining positive working relationships and effective teamwork.
• Takes initiative within job scope and anticipates the needs of customers and colleagues.  Seeks and/or willingly accepts additional responsibilities and assignments.
• Develops and executes a challenging and interesting self-education and professional development plan.
• Track Key Metrics.
• Collaborate with the Client Success Team.
• Collaborate with Consulting Manager.
• Perform other duties as assigned.

Job Requirements

• Bachelors degree in computer science, information technology, quality assurance, or equivalent, is required. 
• General knowledge and experience with Net at Work-supported products.
• At least 2 years experience in a customer service capacity, preferably in a phone-in customer support environment.
• At least one year of experience supervising support staff.
• Hands-on technical expertise to guide customers through the successful implementation of projects.
• Go-to person for customers facing Sage 100 challenges, troubleshooting issues, and guiding them towards solutions.  Manages inbound inquiries through the ticket queue (ChangePoint) and inbound calls transferred from our support coordinators.
• Exceptional communication and presentation skills.  Ability to interface with customers on cross-functional work teams both in person and in writing.
• Successful track record of delivering on agreed-upon business objectives and performance on key metrics.
• Working knowledge of Microsoft Excel, Word, and Outlook
• Proven analytical and creative problem-solving abilities.
• Stay on top of product updates, releases, and bug fixes, keeping customers informed and navigating upgrades seamlessly.  Includes recommendations to clients on the timing of upgrades/updates, as well as 3rd party add-on troubleshooting & support.
• Contribute to building and maintaining a comprehensive knowledge base, empowering team members with how-to self-service content.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Core Competencies

• Must have pleasant phone manner.
• Highly effective verbal and written communication skills.
• Strong interpersonal skills, including the ability to make effective presentations.
• Provide exceptional customer service, offering clear, concise, and timely responses to inquiries and requests.  Support our team in doing so with ultimate accountability for timely engagement & issue resolution on support cases.
• Manage customer expectations effectively, setting realistic timelines and ensuring transparency throughout the support process.  Set the tone for the team on what world class client experience entails.
• Build strong, positive relationships with customers through proactive communication, helpfulness, and a genuine desire to see them succeed.  Participate in roadmap & strategic planning sessions with our clients in support of Account Managers
• Strong decision-making, analytical and problem-solving skills.
• Strong customer service orientation.
• Ability to self-manage and take initiative.
• Must have self-directed initiative to stay technically up to date.
• Ability to multi-task and adapt to change.
• Proven ability to consistently deliver results.
• Attention to detail.
• Demonstrates high-energy, positive and flexible approach in the workplace.
• Ability to build client relationships as a trusted advisor.
• Ability to work well with others.
• Commitment to company values and business objectives
• Ability to work a 40-hour work week or longer.