Supervisor, Application Support

4 weeks ago

Royal Tunbridge Wells, United Kingdom TELESOFT LLC DBA CALERO Full time

**JOB SUMMARY**

Calero, the leading technology expense management solution for complex enterprises, is looking for a Supervisor of Application Support in their Edinburgh or Tunbridge Wells office location. Reporting to the Director, of Application Support, you will provide exceptional technical support services to customers, resellers and channel partners worldwide, resulting in a high level of customer satisfaction. This will include solving technically complex problems for Calero software clients. This role will use advanced troubleshooting methods and tools to solve technically complex problems; escalations that require broad, in-depth product knowledge. The Supervisor of Application Support also has the opportunity to assist in the growth of Application Support Analysts through mentoring, training scenarios and collaboration during problem-solving.

**ESSENTIAL JOB RESPONSIBILITES**
- A Support Supervisor is responsible for the efficient working of their team, encouraging involvement from all staff and fostering a positive team environment.
- Responsible for ensuring that all new tickets are addressed by Application Support Analysts within SLAs and all escalated tickets are picked up by Application Support Engineers within acceptable timeframes.
- Manages multiple tasks in a fast-paced environment using strong problem-solving skills, priority decisions and time management.
- A Support Supervisor must have comprehensive knowledge of both the front and back end of the systems so that they may assist with the investigation of any issue.
- A Support Supervisor helps the team where needed, whether it be the first
- or second-line support teams.
- They are an escalation point for customers, provide workarounds (where able) while defects are being resolved and be able to reset the priority of any ticket when necessary.
- They must assist with the training of Application Support Analysts and assist with the coordination of training for Application Support Engineers.
- Upgrade and assist in patching of connect clients (with assistance).
- Expansion of knowledge around Calero’s entire product suite
- May be required to support customers worldwide via live phone call in a 24/7 environment, as well as provide after-hours support dependent on demand sometimes outside of business hours.
- Use SQL, profile traces and other means to investigate issues in more detail before escalating.
- Liaise with other departments where appropriate to assist in the investigation of an issue.

**EDUCATION/SPECIAL LICENSES OR CERTIFICATION**
- Bachelor’s degree in Computer Science preferred;

**EXPERIENCE**
- 4-6 years customer tech support experience required
- 2+ years of team leadership experience preferred
- Minimum 5 years’ experience working in a customer contact centre as an agent in a call queue and documenting trouble tickets using an incident management system.
- Minimum 3 years’ experience working with database queries and data manipulation

**SKILLS**
- Knowledge of databases and SQL/Oracle required
- Ability to learn new technologies at a fast rate.

**COMPETENCIES**
- Excellent verbal, written, and non-verbal communication skills
- Lead by example by maintaining strong ethics, values, trust, and integrity
- High emotional intelligence and critical/forward thinking
- Action oriented, results driven, and ensures accountability
- Customer Focused
- Quality decision making
- Analytical skills
- Organizational skills and planning/priority setting
- Excellent ability to work collaboratively and confidentially with all levels in the organization

**BENEFITS**
- Private Healthcare for you and your immediate family
- Gym Membership at Nuffield Health or equivalent
- Life Insurance (pay out being 4 times your salary)
- Competitive Paternity and Maternity Package
- Team Building Budget and Employee Events
- Office Drinks, Snacks, Coffee etc.
- Volunteer Day
- Flexible Bank Holiday Policy

**Calero is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, colour, national origin, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with a disability.

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