Supervisor Technical Support

General Description:

Responsible for the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail.
Plans, directs, supervises, and evaluates work flow.
Coordinates work activities to achieve the volume expected to meet operational requirements. Recognizes and recommends operational improvements.
Responsible for the day-to-day application of organizational policies and procedures.
Monitors performance of staff members according to established monitoring standards and provides appropriate feedback to employees.
May make hiring decisions and conduct performance appraisals. Typically serves as first line supervisor.

To be considered for the position:

Proven management experience
Professional fluency in written and spoken English (required)
Flexibility in working hours / on call 24x7 to customer, support team, system owners, HP, etc.
Attention to detail and ability to multitask
Ability to work under pressure and with aggressive deadlines
Familiarity or experience with travel distribution/reservation systems
Proven ability to use sophisticated computer software to solve business challenges
Ability to analyze problems, make decisions, and provide technical support
Excellent managerial and personal skills
Proven ability to work effectively in a team environment
Proven skills at coaching and developing others
Proven skill at Process Management
Proven ability to provide high quality Customer Service
Technical background will be considered an advantage.