Position Title: Education Peopleware Support Supervisor
Location: Local Greeley Office or Remote
Salary Range: $65,000 to $95,000 / year depending on experience and qualifications
Job Summary: CIC is looking for a Support Team Supervisor with excellent communication, organizational and customer relationship skills to supervise our Peopleware Support Team. This position will have hands-on supervisor responsibilities for a team of 9+ Peopleware Support Coordinators / Specialists who support Infinite Campus and Tableau software as well as act as a Support Resource for CIC's Customer Help Desk.
Core Responsibilities: • Schedule initial and on-going product training / certification of staff members.
• Review and analyze data collected to project support call volume to identify staffing needs.
• Use data / reports to make recommendations for improvement in the quality of support delivered to our customers.
• Maintain team goals for call response and resolution to CIC's customer support calls.
• Recruit / Interview / Hire / Review Education Support Coordination Staff
• Work with CIC's external business partners to ensure customer satisfaction.
• Learn CIC's products (Infinite Campus and Tableau) and act as a Support Resource for CIC's Customer Help Desk system.
Required Skills: • Relevant professional work experience, including software support and personnel management two (2) years or more relevant experience preferred.
• Experience in analyzing data and using data to improve quality of services delivered.
• Candidate must have experience in Microsoft Office environment and tools (Word, Excel, PowerPoint, and Outlook).
• Excellent written and verbal communication skills, with a strong ability to communicate effectively with executive level management, customers, and internal staff.
• Ability to multi-task and manage multiple priorities.
Bonus Skills and Experience: • Experience in working with K-12 Education software products
• Experience in working with Business Intelligence / Data Visualization software products