Support Center Supervisor

ARCOS, Inc.

• A minimum of an Associate Degree in Computer Science or a related field from an accredited college.

• Demonstrated the ability to lead and manage a staff of five to ten associates. • Ability to communicate effectively with staff at all levels as well as with customers. • Technical proficiency with the ARCOS product and is a subject matter expert for the product, including the ability to personally conduct webinars and product demonstrations. • Complete competency with MS Windows and Office. • Excellent typing skills, strong grammar and spelling abilities. • Demonstrated the ability to provide desk top support for Windows-based systems.

ARCOS, Inc. - Five time winner of FAST 50 Award, an annual ranking of the 50 fastest-growing emerging companies in Central Ohio. Seventeen of the top 25 U.S. utilities rely on the ARCOS Automated Crew Callout and Resource Management System. When the power goes out or other emergency situations occur, the award-winning, web-based ARCOSSM System instantaneously finds, assembles and tracks repair crews, thus reducing outage interruptions and improving restoration time for electric, gas and nuclear utilities. Please visit our website at www.arcos-inc.com. Resumes may be submitted to HR@rostermonster.com. POSITION SUMMARY Overall responsibility for the ARCOS Support Center, including supervision of staff and their respective responsibilities. Builds and maintains a positive, collaborative team. Monitors and responds to customer support cases and any customer-impacting issues while off duty and as part of the Support rotation. Provides support, supervision and mentoring to Technical Support Engineers. Completes other duties as assigned. ESSENTIAL JOB FUNCTIONS Direct Customer Support • Develop and maintain support staff schedule each month, ensuring 7x18x365 live coverage in support of the Service Level Agreement (SLA) corporate goal. • Create and manage rotation roster ensuring 7x24x365 full coverage in support of the SLA corporate goal. Ensure proper protocol followed by rotation team. • Mentor and supervise Technical Support Engineers by teaching them support processes. Encourage them and provide feedback in order to enable them to become proficient in fulfilling their roles. Supervise job functions to ensure: o Proper handling and processing of all ARCOS support cases. o Delegation and handoff of support cases to other shifts and picking up cases delegated from prior shifts. o Monitoring email for potential issues and response to urgent requests and questions as necessary. o Proper completion of office administrative tasks. o Proper completion of customer usage reports to staff, maintenance of dashboards and other metrics. • Responsible for overall customer service satisfaction including the development and implementation of customer surveys and other customer satisfaction initiatives. Manage and oversee ARCOS Application Testing, including regression testing, customer case testing, new feature testing and Production (PROD) testing on deploy days. • Issue communications to the customers regarding maintenance and major events impacting their service. • Own the agenda for and chair the daily Engineering Operations meetings • Report results on key performance indicators to immediate supervisor as requested for input into management tempo meetings. Leadership and Management • Responsible for the overall Performance Management of the Customer Support staff, including creating clear expectations with respect to goals, tasks and desired outcomes, monitoring progress, coaching staff and performing timely performance reviews to ensure all expectations are met. This includes ensuring all departmental associates are utilizing the performance management software application in a timely and proper manner and departmental associates are being held accountable to their personal goals and objectives. • Responsible for the development and maintenance of internal systems for technical documentation, knowledge base and learning resources, to provide succession planning and growth for associates. • Be the driving force in the development of the work ethic, culture and values of the Engineering department groups. Through personal example, establishes the style and approach that characterizes the Company’s dealings with the marketplace. Be a role model for the company culture.