Celerant Technology Corporation is a leading provider of premium, advanced retail management software for retail organizations. Our software, developed in-house, manages all areas of the retail business including point of sale, inventory management, warehouse, distribution, allocation, e-commerce, sales back office, advanced reporting and more. We give retailers the capabilities necessary to run their operation both efficiently and profitably.
Celerant is a successful software company that is rapidly expanding. The main headquarters are located in Staten Island, New York, as well as additional satellite offices in California, Florida, Georgia, Ohio, Nevada, Washington and Oklahoma. Celerant's staff consists of several departments including Marketing, Sales, Development, Quality Assurance Testing, Hardware, Implementation and Training, and Technical Support. For more information, visit us at www.celerant.com.
Manage, supervise and coordinate daily activities of tech support personnel who provide telephone/email support to clients by performing the following duties:
? Monitor calls to observe tech support personnel demeanor, professionalism, and conformity to company policies
? Monitor daily call volume, employee responsiveness to client issues, and timely assignment of issues to tech support personnel
? Analyze, standardize and determine work procedures and expedite workflow to increase and improve productivity, efficiency of workers and customer service satisfaction
? Foster and maintain a customer care philosophy that increases and ensures customer satisfaction
? Analyze employee performance through various statistical and reporting methods
? Forecast volumes of calls, makes necessary changes in staffing, and prepare work schedules
? Identify long-range departmental objectives and goals to meet company and client expectations and needs
? Analyze and make recommendations to upper managements for department organization according to industry best practices
? Research and analyze appropriate technology and other resources to maximize help desk effectiveness
? Coordinate with and manage sub-ordinate technical team leaders
Skills:
? Excellent interpersonal skills to work with others in close manner
? Organizational skills to determine roles, assign tasks, determine proper resources
? Ability to motivate employees and maintain a positive working environment
Education and Experience:
? Prior management or supervisory experience required
? College degree or course credits in management, administration, leadership or supervisory area
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