Supervisor, Customer Support in Longmont, CO at Intrado

Date Posted: 1/13/2022

Job Snapshot

Job Description

For this opening we will consider candidates from the following locations: Longmont,CO,United States |

Intrado is looking to hire a Customer Support Supervisor in Longmont, CO to join our Life & Safety business segment.

Essential Duties:

  • Responsible for supervising a variety of activities to provide initial response and troubleshooting for customer related issues in the 24-hour/7-day-per-week Carrier Support Center (CSC) or Public Safety Support Center (PSSC)
  • Supervise and maintain the ticket queue and identify tickets that do not meet Mean Ticket Time to Resolve (MTTR) in order to provide an understanding why and what can be done to improve processes
  • Track service level agreements with the customers to ensure they are being met
  • Address escalated customer related issues and provide team direction when necessary
  • Identify and propose efficiencies to improve the ticket queue processes and procedures
  • Coach, develop, and mentor subordinates to provide customer service and achieve quality performance while continuing to develop personal management skills necessary to lead staff and handle unique management challenges

Applicant for this job will be expected to meet the following minimum qualifications:

Education:

  • Associate's degree from an accredited college or university with major course work in computer science, business administration, or a related field is required. Equivalent work experience may be substituted for educational requirements

Experience:

  • Minimum four years experience in customer support, helpdesk, call center, or PSAP support required
    • Minimum one year experience in 9-1-1, Telecommunications, or Public Safety preferred
    • Minimum one year lead or supervisory experience preferred
  • Intermediate knowledge of Microsoft Word, Excel required
    • Intermediate knowledge of Powerpoint preferred

Compensation: 

  • Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identify protection and more)! Apply today to join us in work worth doing!
  • For candidates located in Colorado, the starting salary range is between 55,000-63,800 a year and will be commiserate with experience.

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories.  Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


ABOUT THE TEAM

Intrado’s Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed – call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual’s contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.

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