Incident Report Analyst II - Support Supervisor at J-Vers

Job Description:
Our IRA II supervisors collaborate and build relationships with other departments to drive the day-to-day operations, resource allocations, and support our more technical staff. Our supervisors work closely with their teams to ensure our customers are getting a world class support experience, by collecting and providing feedback to the staff, reviewing key performance indicators to revise and create new process and procedures, and drive personal development for our technical staff.
Key Responsibilities and Essential Job Functions:

• Drives the resolve of customer requests and issues, ranging from simple to complex, with a high sense of urgency and ownership.
• Continuously works to increase Tier 1 technical product knowledge by reviewing escalations and providing opportunities, knowledge article creation/provide direction for more clarity for the frontline to be able to resolve customer requests more quickly.
• Monitors, motivates, and documents team and individual performance, employee punctuality, goals, professionalism, ensures policy and procedures are followed.
• Documents disciplinary issues
• Provides consistent feedback during employee's one on ones.
• Maintains team certifications
• Work with managers to design new process and procedures
  • Customer experience
  • Training assistance
  • Team development
  • Team efficiency and metrics
  • Team projects status updates

• Communicates team objectives, progress of goals, and new processes and procedures.
• Creates and manage team schedules
• Oversees proper workloads are handed off from shift to shift to ensure a great customer experience
• Ensures proper resources are assigned to customer maintenance
• Primary escalation for single and multi-customer outages. Responsible for facilitating and communicating outage progress to both internal and external stakeholders
• First point of contact to help resolve customer satisfaction issues.
• Leads the team for customer projects and ensures proper resources are allocated

Required Qualifications:

• 3 to 5 years' experience in
  • 24/7 IT enterprise customer support environment
  • Quality control
  • Staffing
  • Delegation
  • Performance management
  • Team building
  • Giving feedback/ coaching employees

• 4 to 5+ experience applying troubleshooting techniques across various server, application, and network technologies including:
  • Remote Desktop, SSH, FTP
  • Microsoft Server Technologies
  • VMWare and/or other virtualization technologies
  • Linux (or other *nix platforms)
  • VLAN's, ACL's, IP subnets
  • Networking and Switching concepts
  • Load Balancing
  • Firewall Configuration (Fortigate, Cisco ASA)
  • Disaster recovery

• Strong organizational, time management, and project planning
• Excellent problem solving and critical thinking, and decision-making skills under pressure
• Experience resolving conflict (customer, internal)
• Excellent verbal and written communications skills, including phone etiquette, writing, and active listening
• Strong attention to detail
• Strong work ethic
• Strong customer service and interpersonal skills
• Ability to influence and lead and coach others
• Effectively collaborates with peers to resolve cross-shift and departmental roadblocks
• Positive attitude

Preferred Qualifications:

• ITIL foundation, familiarity with ITIL incident management mythology
• Experience with Change Management
• Experience coordinating team building activities

Physical Requirements:

• Requires use computer and keyboard usage
• Require extended periods of sitting or standing
• Requires heavy usage of phone

Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!

Benefits of working at Flexential:

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Base Pay Range:

• Annualized salary range offered for this position is estimated to be ($ 76,125.00 - $79,303.00 ). However, the actual pay range depends on each candidate's experience, location, and qualifications .

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:
Chemical
Electrical
Ergonomics
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)
Other:_________________