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This recruitment has been reopened for additional applicants and will remain open until filled. If you have already applied for recruitment #171-2024-3, you do not need to reapply. New applicants are encouraged to submit applications as soon as possible as this recruitment may close at any time without further notice.
Marion County Health and Human Services is looking for a positive, adaptable, and collaborative Clinical Supervisor to work in the Adult Behavioral Health team! This position will be responsible for oversight and support of clinical teams that provide outpatient treatment and support services to individuals who are diagnosed with serious mental illnesses. An ideal candidate would have experience providing clinical and administrative supervision of behavioral health staff, be committed to fostering morale, and have excellent communication skills. Marion County Health and Human Services offers great benefits, training, and advancement opportunities. If you want to be part of a dynamic supervisory team, while supporting our staff in delivering high quality behavioral health services, submit your application today!
For those relocating from outside of Oregon, we provide the following relocation package (requires a 2-year employment commitment):
<ul>
<li>Up to $3,000 reimbursement of moving expenses</li>
<li>Relocation bonus in the amount of $3,000 (prorated based on FTE) as a one-time payment upon proof of Oregon residency</li>
</ul>
GENERAL STATEMENT OF DUTIES Provides leadership and manages limited scope of services within one small to mid-sized service area or one large program area within the health department behavioral health divisions. Responsibilities include supervision of other clinical supervisory staff, program staff as well as financial and operational performance of the service or program.
SUPERVISION RECEIVED Works under the general supervision of a health program manager or program supervisor who assigns and oversees work, establishes goals and reviews results obtained for overall effectiveness and for meeting department and county objectives.
SUPERVISION EXERCISED Exercises full supervision for clinical supervisory, professional, technical and support staff. May also supervise interns and volunteers.
Typical Duties - Duties include, but are not limited to the following
<ul>
<li>Provides clinical consultation to staff through case staffing and observation of clinical work. Provides feedback to staff for professional development. Provides personnel and performance management, including staff recruitment and hiring; new employee orientation; and ongoing training. Provides performance evaluations and initiates progressive discipline.</li>
<li>Responsible for direct services including: monitoring customer service delivery and work processes; ensures compliance with payer requirements; monitors staff workload and productivity; develops/implements policies and procedures; addresses quality improvement needs; conducts staff time studies and sets work parameters. Provides input on program development. May provide direct services, on call by telephone, and backup support.</li>
<li>Provides administrative support to service area; monitors and approves leave time; initiates personnel actions, purchasing; addresses risk management/employee safety; implements county and department policy. Ensures that any communication from their service area, representing the Health Department, is of a professional nature.</li>
<li>Participates fully as a member of the Marion County Health and Human Services leadership team and the Adult Behavioral Health Supervisor team as a supportive, reliable, positive, collaborative, and professional team member. Provides for team development: how team members work together, conflict resolution; and delegation of hand-offs. Resolves personnel conflicts in an effective and helpful manner. Effectively manages change by acting s as a "lead change agent" with teams. Maintains a positive attitude with leadership that conveys a clear direction of services, involving staff input and inspiring confidence and trust.</li>
<li>Assists in communication and coordinating services with other agencies; acts as Health Department representative on interagency committees; provides liaison with state agencies; develops partnerships; coordinates services across agencies and markets services.</li>
<li>Tracks client service data, including fidelity measures, utilization, client satisfaction, and outcomes. Identifies service gaps. Documents servcies to meet OARs, CCO, and Health Department requirements. Assists in monitoring contract/grants performance to assure compliance with requirements including developing service report and proposals.</li>
<li>Performs other job duties as assigned by your supervisor. </li>
</ul>
Response Level 1: In the event of an emergency, employee makes a reasonable effort to report to work. Employee may be required to perform duties outside of their regularly assigned duties. Employee may be requested to work an extended or flexible schedule. Due to regular assignment, employee may be assigned a leadership role in the provision of essential services or response functions. Staff at this response level must complete Incident Command System 100, 700, 200, and 800 on-line or in-person training. 
Requirements for the Position
EXPERIENCE AND TRAINING
<li>Bachelor's degree in a specific, professional health field related to the position and five years of responsible, professional experience in the field related to the position; OR</li>
<li>Master's degree in a specific, professional health field related to the position and three years of responsible, professional experience in the field related to the position; AND</li>
<li>Two years of supervisory experience; OR</li>
<li>Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County.</li>
SPECIAL REQUIREMENTS
<ul>
<li>Must be either 1) licensed by the Oregon Board of Licensed Professional Counselors, 2) licensed by the Oregon Board of Licensed Social Workers or 3) credentialed or registered through the Mental Health and Addiction Counseling Board of Oregon (MHACBO) as a Qualified Mental Health Professional (QMHP) within the first 30 days of employment. Applicants may be required to pass a practical knowledge and skills assessment as part of the interview process.</li>
<li>The finalist for this position will be required to pass a criminal history background check; however, conviction of a crime may not necessarily disqualify an individual for this position.</li>
<li>Must possess a current driver's license in the applicant's state of residence and an acceptable driving history. Marion County will obtain a copy of the driving record for all qualified applicants from Driver and Motor Vehicle Services and review the driving record according to the Marion County policy and procedure for Driving on County Business. The policy can be found at: <a href="http://apps.co.marion.or.us/APAP/" target="_blank">http://apps.co.marion.or.us/APAP/</a>.</li>
<li>Must possess and maintain proof of personal automobile liability insurance, at a minimum, in the amount required by Oregon Law (ORS Chapter 806) as may be required to utilize personal vehicle.</li>
<li>This position may be subject to the following: Must not be excluded from participation in the federal health care programs (Medicaid, Medicare and other federally funded programs that provide health benefits); AND must not be excluded from participating in federal procurement (Federal Acquisition Regulation) and non-procurement activities (Executive Order No. 12549).</li>
<li>This is a safety sensitive/special needs position. Final candidates selected for this position will be required to pass a pre-employment drug screen, including testing for marijuana. The Marion County Drug and Alcohol Use and Testing Policy can be found at: <a href="http://apps.co.marion.or.us/APAP/policy.aspx?p=policy&amp;pid=518" target="_blank">http://apps.co.marion.or.us/APAP/policy.aspx?p=policy&amp;pid=518</a>.</li>
<li>This assignment is not represented by a union.</li>
<li>This is a full-time position, which is not eligible for overtime.</li>
<li>Typical Work Schedule: Monday through Friday, 8:00 am - 5:00 pm, with flexibility depending upon the needs of the department and program.</li>
</ul>
KNOWLEDGE, SKILLS, AND ABILITIES Working knowledge of principles and practices of individual and group counseling; case management methodology; behavioral modification; analysis and assessment; evidence-based practices and implementation of interventions of treatment and protocols; principles of clinical ethics, confidentiality and privacy; community resources and referral services; techniques in clinical supervision; and service monitoring practices. Principles in related health services; State of Oregon Administrative Rules related to specialized health service area(s); public health administration; health integration practices; supervision and performance management.
Skills to apply service and treatment theories related to specific behavioral/mental health field(s) within various levels of skill, difficulty and complexity; diagnose, evaluate and implement treatment plans and monitor client progress toward established goals; analyze, evaluate and treat social, psychological, and physical factors affecting clients and their families; negotiate, compromise, facilitate, problem solve and provide conflict resolution; coach, mentor and train individuals and teams; develop and implement policies and procedures; effectively communicate both orally and in writing.
Ability to perform independently in a fast paced, team based environment; lead and supervise other clinical supervisors and lead staff; interpret and apply pertinent provisions of Federal, State and County statues, rules and regulations related to the program services overseen; oversee service planning, coordination, utilization of resources, promote intended goals and outcomes; support continuous quality improvement efforts; establish and maintain effective working relationships with employees countywide, clients, government agencies, community groups/partners, and the public. 
PHYSICAL REQUIREMENTS Operates a motor vehicle; sees using depth perception; stands; sits; moves about the work area; climbs 1 floor of stairs; lifts, pushes, pulls and carries items weighing up to 10 lbs.; operates a keyboard; speaks clearly and audibly; reads a 12-pt. font; hears a normal level of speech; on rare occasion will work in uneven areas.
Additional Information and/or Attachments
We offer the following retention bonus, prorated based on FTE:
<ul>
<li>$3,000 bonus after six months of continuous employment</li>
<li>$3,000 bonus after twelve months of continuous employment</li>
</ul>
We offer tuition assistance for employees interested in professional development towards a profession in behavioral health.
<ul>
<li>Up to $7,500 to reimburse for tuition, licensure and/or other educational expenditures. According to the Marion County Administrative policies regarding tuition payments. The policy can be found at: Marion County Tuition Payment Policy 303</li>
</ul>
Marion County offers a generous benefits package to regular employees working 50% or more of the regularly scheduled work week and their eligible dependents. Temporary employees and part-time regular employees working less than 50% of the regularly scheduled work week are not eligible for benefits.
For a summary of benefits, click here. For a complete and detailed overview of the benefits package for management and supervisory employees, click here, and select Management Benefits from the left menu or Management Employees from the page links. 
Benefits are defined based on position and are approved by the Marion County Board of Commissioners.

Clinical Supervisor 2 - Adult Behavioral Health - Relocation Offered

About the Opportunity:· Job Title: Medical Assembly· Pay: $20/Hour· Location: Shakopee, MN · Schedule: 1st Shift, Mon-Fri 6AM-2:30PM with optional O/T Daily functions: 
<ol type="disc">
<li>Pick hardware items.</li>
<li>Assemble, fit, and install parts to form subassemblies and final assemblies.</li>
<li>Set up and operate machines, testers, and cranes.</li>
<li>Mount and position materials</li>
<li>Install connectors, plus, wire guides, and more.</li>
<li>Prepare epoxy.</li>
<li>Cut semi-finished parts.</li>
<li>Cycle counting</li>
<li>Package some products.</li>
<li>Perform various types of testing.</li>
<li>Assist other departments.</li>
<li>Perform other duties as assigned.</li>
</ol>
Desired qualifications: 
<ol start="1" type="1">
<li>1-year medical assembly experience required</li>
<li>Dependability</li>
<li>Attention to detail.</li>
<li>Ability to follow instructions.</li>
<li>Basic computer skills</li>
<li>Goes the extra mile.</li>
</ol>
Physical requirements:
<ol>
<li>Lifting 15-20lbs frequently and up to 35lbs on occasion.</li>
<li>Must be willing to stand when working at jobs that do not allow you to sit. </li>
</ol>
What you might find meaningful and fulfilling about this role:It’s the kind of job where you can see real-world results each day. Your efforts translate into something tangible, giving you visual proof about how hard you’ve worked. Company Perks:
<ol>
<li>Mon-Fri</li>
<li>Career Growth </li>
<li>Skill development and cross-training opportunities</li>
<li>Professional Development</li>
<li>Great, supportive people to work with </li>
<li>Company social events  </li>
</ol>
Please be informed:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls and reach with hands and arms. The employee is frequently required to stand, talk, and listen. The employee must be able to use a computer, phone, and standard office equipment daily.  Are you the kind of individual who embodies these qualities?· Dependability: In the world of light industrial jobs, being counted on is essential. You're the one who shows up on time and gets the job done right every time. Your consistency and trustworthiness are what set you apart.· Work Ethic: You believe in doing things well, no shortcuts. You're the person who puts in the effort, takes the initiative, and brings a can-do attitude to everything you tackle.· Positive Vibes: Even when things get tough, your positivity shines through. Your optimism not only lifts your spirits but also brightens up the whole work environment. You're the one that others look up to during challenges.· Team Spirit: You know the power of working together. Your ability to collaborate, communicate effectively, and contribute to the team's success makes you an invaluable asset. These character traits, combined with relevant technical skills and expertise, make for an ideal employee that any organization would be glad to have on board. Now picture this: You, with these qualities coursing through your every step, step into the heart of Award Staffing. Here, your qualities aren't just noticed; they're celebrated with an intensity that booms. We're not merely extending a job; we're laying the path for you to become part of a team that doesn't just see your potential but fuels it, nurturing your growth like sunlight nurturing a budding seed. Imagine working in an environment where your reliability, strong work ethic, positivity, and team spirit are not just appreciated but actively encouraged. At Award Staffing, we're all about making your work experience meaningful and rewarding. If you're ready to embark on a journey that aligns with your values and offers opportunities for growth, join us as a Medical Assembler. Your qualities are what we're looking for, and we can't wait to welcome you to the Award Staffing family. Apply now, and let's create a brighter future together. Discover Award Staffing: As a renowned local staffing agency, Award Staffing is recognized for its exceptional talent and transformative impact on workplaces. Recently honored as a top 3 workplaces in Minnesota by the prestigious Star Tribune, we have set the gold standard for success and collaboration. In a nutshell, our mission is to "connect people through meaningful work." We firmly believe that work should go beyond being a mere means to an end. It should inspire, fulfill, and empower you - this is our commitment driving force. By Partnering with companies of all sizes across diverse industries, we're dedicated to finding you a job that perfectly aligns with your skills and experience. Our knowledgeable team is here to provide exceptional customer service, understand your goals and guide you through the job search journey. Join us on the journey of purposeful work. Apply with Award Staffing today, and let's pave the way to your dream job in the vibrant Twin Cities area. AAP/EEO StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Award Staffing Inc. is a Drug-Free Workplace/EEO Employer.

Medical Assembly in Shakopee, MN | $20/Hour

About the Opportunity:∙ Job Title: Quality Assurance Inspector∙ Pay: $25.30/Hour∙ Location: Shakopee, MN ∙ Schedule: 2nd Shift Mon-Thurs 2:30PM-1AM with optional O/T. Daily functions:
<ol>
<li>Create documentation.</li>
<li>Read and interpret blueprints.</li>
<li>Inspect parts using inspection equipment.</li>
<li>Generate inspection check sheets.</li>
<li>Create rework orders.</li>
<li>Assist in production.</li>
<li>Clean and maintain inspection/test equipment.</li>
<li>Assist in training other employees.</li>
<li>Research and purchase inspection equipment</li>
<li>Perform in-process inspections as needed.</li>
<li>Follow safety rules and keep clean/orderly work area.</li>
</ol>
Desired qualifications:
<ol>
<li>High school or equivalent.</li>
<li>2-4 years in inspection or working in a manufacturing environment.</li>
<li>Basic computer skills</li>
<li>Knowledge of Microsoft Office – especially Excel</li>
<li>Basic math skills (standard and metric)</li>
<li>Basic knowledge of hand tools and power tools</li>
<li>Ability to follow work instructions accurately.</li>
<li>Ability to do accurate work at a rapid pace.</li>
<li>Ability to communicate clearly and effectively (written and verbal) </li>
<li>Ability to work well independently as well as with others.</li>
<li>Pay attention to the details.</li>
<li>Ability to multi-task</li>
<li>Ability to follow all safety rules. </li>
<li>Intermediate understanding of inspection equipment (calipers, micrometers, etc.)</li>
<li>Knowledge of alternative inspection methods</li>
<li>Ability to determine the best inspection method.</li>
<li>Ability to research and purchase inspection equipment</li>
<li>Basic to intermediate product knowledge</li>
<li>Ability to read and interpret blueprints, technical data, instruction manuals, test procedures, etc.</li>
<li>Knowledge of geometric dimensioning and tolerancing</li>
<li>Ability to see and work with small parts with or without accommodation.</li>
<li>Ability to think analytically and problem solve.</li>
<li>Ability to prioritize, balance, and execute several tasks concurrently. </li>
<li>Ability to effectively manage one’s own time. </li>
<li>Ability to exhibit high integrity.</li>
<li>Ability to communicate effectively with suppliers.</li>
</ol>
Physical requirements:
<ol>
<li>Most time is spent sitting or standing.</li>
<li>Infrequent lifting 45 pounds.</li>
<li>Some repetitive motions/tasks</li>
</ol>
What you might find meaningful and fulfilling about this role:It’s the kind of job where you can see real-world results each day. Your efforts translate into something tangible, giving you visual proof about how hard you’ve worked. Company Perks:
<ol>
<li>Monday- Thursday</li>
<li>Career Growth </li>
<li>Skill development and cross-training opportunities</li>
<li>Professional Development</li>
<li>Great, supportive people to work with </li>
<li>Company social events  </li>
</ol>
Please be informed:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls and reach with hands and arms. The employee is frequently required to stand, talk, and listen. The employee must be able to use a computer, phone, and standard office equipment daily.  Are you the kind of individual who embodies these qualities?∙ Dependability: In the world of light industrial jobs, being counted on is essential. You're the one who shows up on time and gets the job done right every time. Your consistency and trustworthiness are what set you apart.∙ Work Ethic: You believe in doing things well, no shortcuts. You're the person who puts in the effort, takes the initiative, and brings a can-do attitude to everything you tackle.∙ Positive Vibes: Even when things get tough, your positivity shines through. Your optimism not only lifts your spirits but also brightens up the whole work environment. You're the one that others look up to during challenges.∙ Team Spirit: You know the power of working together. Your ability to collaborate, communicate effectively, and contribute to the team's success makes you an invaluable asset. These character traits, combined with relevant technical skills and expertise, make for an ideal employee that any organization would be glad to have on board. Now picture this: You, with these qualities coursing through your every step, step into the heart of Award Staffing. Here, your qualities aren't just noticed; they're celebrated with an intensity that booms. We're not merely extending a job; we're laying the path for you to become part of a team that doesn't just see your potential but fuels it, nurturing your growth like sunlight nurturing a budding seed. Imagine working in an environment where your reliability, strong work ethic, positivity, and team spirit are not just appreciated but actively encouraged. At Award Staffing, we're all about making your work experience meaningful and rewarding. If you're ready to embark on a journey that aligns with your values and offers opportunities for growth, join us as a Quality Assurance Inspector. Your qualities are what we're looking for, and we can't wait to welcome you to the Award Staffing family. Apply now, and let's create a brighter future together. Discover Award Staffing: As a renowned local staffing agency, Award Staffing is recognized for its exceptional talent and transformative impact on workplaces. Recently honored as a top 3 workplaces in Minnesota by the prestigious Star Tribune, we have set the gold standard for success and collaboration. In a nutshell, our mission is to "connect people through meaningful work." We firmly believe that work should go beyond being a mere means to an end. It should inspire, fulfill, and empower you - this is our commitment driving force. By Partnering with companies of all sizes across diverse industries, we're dedicated to finding you a job that perfectly aligns with your skills and experience. Our knowledgeable team is here to provide exceptional customer service, understand your goals and guide you through the job search journey. Join us on the journey of purposeful work. Apply with Award Staffing today, and let's pave the way to your dream job in the vibrant Twin Cities area. AAP/EEO StatementAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Award Staffing Inc. is a Drug-Free Workplace/EEO Employer.

Quality Assurance Inspector’s in Shakopee, MN | $23/Hour

<h3>Job Description</h3>
Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customer's needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner.
In this role, you will get to help our customers continually love Weave by being their superhero in answering the basics of how the Weave software works. We will train you on how to triage, direct, and manage customer requests for both product and technical software support. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service.
<ul>
<li>Reports to the Software Support Manager</li>
<li>This position can be hybrid, in-office, or work-from-home (within the state of Utah)</li>
<li>Full-time positions only (40 working hours between 6am-6pm M-F)</li>
</ul>
What you will own 
<ul>
<li>Ability to work in a fast-paced, busy Customer / Tech Support team</li>
<li>Ability to multi-task to drive an amazing customer experience that makes our customers smile</li>
<li>Resolve issues with basic troubleshooting</li>
<li>Save the day for our customers</li>
</ul>
What you will need to accomplish the job
<ul>
<li>Minimum of 1 year of Customer Support experience</li>
<li>Background and interest in technology: Must have solid computer skills, and the ability to adapt and learn technology quickly</li>
<li>Experience working with browsers, spreadsheets, and text documents. Ability to troubleshoot and resolve basic customer issues</li>
<li>Must be hungry to learn, caring towards others, and creative in your problem solving</li>
</ul>
What will make us love you
<ul>
<li>Previous Phone Support experience</li>
<li>Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved</li>
<li>Strong phone presence and excellent written and verbal communication skills as you will be communicating with customers through phone, chat and/or email channels</li>
</ul>
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. 
If you have a disability or special need that requires accommodation, please let us know.

Technical Support (Software)

<h3>Job Description</h3>
Technical Support Manager
Da Vinci’s WMS empowers companies of all sizes and all industries to meet the increasing demands of today’s supply chain challenges, with sophisticated warehouse, transportation, yard, and labor management.
Formerly known as “WDG Corp”, we are a rapidly growing provider of software-as-a-service (SaaS) in the Supply Chain Management industry. Da Vinci Unified (DVU), the company’s premier cloud-based product is one of the leading Warehouse Management System (WMS) platforms in the cloud market that is expected to grow 500% in the next 5 years. Da Vinci also offers fully integrated Transportation Management (TMS), Yard Management (YMS), Labor Management (LMS), and 3PL Billing modules.
Our WMS industry is in the early SaaS adoption phase, and this role will offer significant responsibility and growth potential as the company targets 10x growth.
At Da Vinci, we want smart, motivated people that are looking to make an impact at our rapidly growing, small company. We are looking for people that will be a strong addition to our company culture and values.  
Our values
<ul>
<li>Customer Success – Our customer’s success is our success. We go above and beyond to make sure we provide exceptional solutions and support that “delights” our customers</li>
<li>Pursuit of Excellence – We are dedicated to providing first class products and services and invest the time to achieve this objective. This includes a drive for continued learning to master one’s area of expertise and expand skill sets</li>
<li>Empowering Others Succeed – We are a team-oriented environment that thrives on collaboration, sharing knowledge, and empowering &amp; supporting others to succeed in their roles. As a rapidly growing company with many new employees, this is a cornerstone of our culture</li>
<li>All About Results – Our team understands that positive outcomes and achieving goals are paramount to our success. We give employees the flexibility to achieve their results along with holding each other accountable to build a positive environment of high performance</li>
<li>Forward Thinking – Planning and looking ahead is part of our DNA. This includes thinking about how decisions today set us up for success for the short-term and long-term, as well as taking incremental steps to achieve the company’s long-term vision to be an industry leader</li>
</ul>
If our purpose and our values resonate with you, please read on about our need for a Technical Support Manager!
Job Description
Da Vinci is seeking an experienced Technical Support Manager to join our team. As a technical support manager, you will be responsible for leading and managing our technical support team while providing hands-on support to our customers. The ideal candidate should have a strong technical background, excellent leadership skills and be obsessed with the customer’s success. 
Responsibilities:
<ul>
<li>Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback</li>
<li>Act as an escalation point for complex issues, providing hands-on support to customers when necessary</li>
<li>Ensure timely and efficient resolution of customer inquiries, issues, and incidents, maintaining a high Net Promoter Score (NPS)</li>
<li>Have ownership over key support metrics, monitoring and ensuring SLA compliance on metrics including response times, resolution times, and customer satisfaction scores</li>
<li>Collaborate with cross-functional teams, including Product, Engineering and Professional Services to relay customer feedback, bugs, contribute to product improvement initiatives and drive those tickets to a resolution </li>
<li>Become an Subject Matter Expert (SME) on the Da Vinci Unified WMS, and gain a deep understanding of our customer work flows</li>
<li>Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower the support team and customers.</li>
<li>Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals</li>
<li>Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction</li>
</ul>
Qualifications:
<ul>
<li>5-10 years of experience in technical support within a SaaS / B2B environment</li>
<li>Proven experience managing and leading a technical support team </li>
<li>Strong technical background and ability to troubleshoot complex issues</li>
<li>Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team</li>
<li>Solid understanding of support metrics and experience in driving team performance towards set goals</li>
<li>Bachelor’s degree in relevant field (computer science, information technology) is preferred</li>
<li>Strong problem solving and analytical skills </li>
<li>Experience in Zendesk </li>
</ul>
Benefits
<ul>
<li>Unlimited PTO</li>
<li>7 Paid Company Holidays + Paid Sick Days</li>
<li>401k with 4% company match</li>
<li>Medical, dental, and vision insurance</li>
<li>Gym membership at on-campus facility</li>
<li>Remote work available</li>
</ul>
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Technical Support Manager

<h3>Job Description</h3>
Job Title: Supervisor, Technical Support 
Reports To: Manager, Customer Experience 
Position Location: Raleigh, North Charleston, Metuchen, Franklin, Buffalo
FLSA Status (Exempt/Non-Exempt): Exempt
FLSA Status (Exempt/Non-ExeExempt
Position Summary: 
The Technical Support, Customer Experience Supervisor will be responsible for driving results and productivity of the department through effective management and communication. In this position, the individual will work closely with the leadership team to communicate vision and will help deliver stellar customer service and technical support results. This role will plan and manage daily operations of team members to meet the needs of the customer while supporting department and company financial/operational goals and objectives. This includes being able to resolve difficult customer situations in both a product application and sales support sense, managing training and development activities, metrics, quality monitoring for the department, supporting domestic and international commercial/indirect fields team, and technical and non-technical representatives. The person in the role must be very detailed oriented with strong organizational and project management skills.
Key Responsibilities: 
<ul>
<li>Coaches, counsels, and develops associates to achieve departmental goals and promote excellent Customer Service and Technical Support. Responsible for working with Customer Experience Leadership, Global Portfolio Management, and Training team to identify and arrange needed associate training and development.</li>
<li>Monitors overall workflow and makes adjustments, or process improvements to achieve service level goals.</li>
<li>Maintains and monitors department and individual performance, productivity, attendance records, performance evaluations and continual appraisals of staff. Uses data to identify creative ways to drive revenue through the teams.</li>
<li>Assess, implement, and monitor training needs of team members to provide optimal performance related to Order Management, Demand Analyses, Customer (internal &amp; external) Communication, Customer Service Metrics Analyses. </li>
<li>Works closely with Customer Experience leadership team to analyze weekly and monthly performance metrics to drive customer, business results. Including, but not limited to: Antylia Company Service Metrics, Departmental Scorecards and Metrics, Customer Specific Scorecards for Key Accounts, Ad Hoc Customer Service Scorecards and Metrics, to drive pro-active behavior.</li>
<li>Participates in the candidate selection process; trains, evaluates, and enforces discipline when necessary.</li>
<li>Ensures customer needs are met and high-quality service is delivered. Ensures the resolution of all escalated customer situations. Maintains staffing and processes to handle customer inquiries from various channels. Staffs by reinforcing core principles of world class customer service. </li>
<li>Adheres to robust complaint management process to improve the overall experience (customer and employee). </li>
<li>Works closely with Technical Support Leads and Customer Experience Leadership team to maintain alignment on quotes and sales support processes.</li>
<li>Quality Monitoring: Ensure effective quality monitoring programs are administered and performance counseling is provided; while ensuring all Customer Complaints are closed and are analyzed for root cause corrective action along with correct product recommendations and product/application troubleshooting. </li>
</ul>
<ul>
<li>Lead cross functional work teams focused on identifying service issue root causes and implementing corrective action plans to provide sustainable service improvements that meet/exceed customer expectations. </li>
</ul>
<ul>
<li>Supporting business integration such as implementation of new systems and system/process enhancements (i.e. Ring Central Phone System, Salesforce and others).</li>
<li>Stays current in knowledge of our products and markets we service, field changes and competitors’ activities through reading materials or other means.</li>
<li>Ensures the teams are meeting national security and other legal requirements such as SOX, as part of daily interaction with customers and where necessary, completing end-user screening by asking for end user information. Verifies end use of product along with asking for ultimate destination for orders, and asks customers for specific products being purchased or returned.</li>
<li>Performs other duties as assigned</li>
</ul>
Education: 
<ul>
<li>Bachelor’s Degree required in Science Discipline, or equivalent work experience.</li>
</ul>

Experience: 
<ul>
<li>3-5 years of relevant work experience and leadership/management experience. </li>
</ul>

Minimum Requirements/Qualifications: 
<ul>
<li>Must possess the leadership and management skills to be able to lead, coach and motivate a group of employees to ensure that the highest level of Customer Service is provided. </li>
<li>Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.</li>
<li>Must have excellent interpersonal skills to develop strong, professional relationships with customers, give positive and negative feedback tactfully, and manage performance issues effectively.</li>
<li>Must possess strong analytical and problem-solving skills to be able to analyze, interpret and apply information and procedures, understand and act on customer prepared documents, respond to issues with creative problem solving, identify areas for management and agent improvement, and apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.</li>
<li>Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.</li>
<li>Must be able to balance customer experience support needs, associates’ needs, and company profits and sales. Sets priorities and manages own workload with little guidance/instruction and able to delegate tasks/projects where appropriate.</li>
<li>Excellent understanding of computer basics including Windows, Word, Excel, email and Internet Explorer is imperative, (AS400 and Salesforce CRM optional). </li>
<li>Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.</li>
<li>Strong work ethic, self-motivated, and an ability to excel within a rapidly changing and growing organization.</li>
</ul>

This position has not been approved for Relocation Assistance.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

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