Client Support Supervisor

Client Support Analyst Team Manager

SWIVEL is seeking a talented individual to serve as the manager of staff and activities relating to the Client Support Analyst Team. This role handles day-to-day monitoring of assigned staffing and personnel issues exercising discretion and independent judgment, with limited supervision. This position oversees internal and external client service support for their assigned group, including client relationship management; daily interaction with clients. This individual handles questions or problems, handles initial escalated issues with clients, and keeps upper management advised of progress through regular reporting.

This role is a great opportunity to utilize your customer/client service knowledge and skills in support of technology. You will be able to interact with clients by assisting them with their payment's application needs and leading the Client Support Team. Your customer service skills will directly contribute toward SWIVEL's Mission to provide excellent client service.

Essential duties include the following:

• Manages staff and activities of their assigned Client Support Analyst Team. Monitors and verifies work; ensures training of employees is monitored and completed; providing coaching, counseling, and discipline; and resolving personnel related issues for their assigned Team.
• Ensures quality support for all AutoPilot products and services. This includes Payments by SWIVEL (ECM), AutoPilot Portal and Connectors. Ensure audits, rules and regulations are met for SWIVEL and other supported products. Send communications to clients, as needed.
• Provides initial, escalated support to Financial Institutions by working advanced or time sensitive issues in a professional and timely manner and assisting with questions and issues. Participates in Manager on call rotation for after hours and weekends.
• Performs reporting and service level tracking, as assigned, to upper management. Ensures SLA objectives are met for client cases.

Serious candidates will possess the minimum qualifications:

• Associate degree in Computer Science or related field from a four-year accredited college or university.
• Minimum of two (2) years of experience in SaaS support environment.
• Two (2) years of supervisory experience.
• Expert organizational and planning skills.
• Expert multi-tasking skills.
• Advanced collecting and analyzing data skills.
• Strong problem resolution, analytical, and multi-tasking skills.
• Developing negotiation skills.
• Advanced managing priorities, deadlines, and problem-solving skills.
• Advanced Microsoft Office skills, including Outlook, Word, and Excel.
• Excellent verbal and written communication skills.
• Able to work collaboratively and build relationships.
• Able to analyze, organize and prioritize work.
• Able to adapt.
• Able to travel locally or nationally by car or plane.
• Able to sit for long periods of time performing sedentary activities.
• Able to stand, stoop, and kneel to file for long periods of time.

SWBC offers:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

*Based upon employee eligibility

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law.