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Become A Support Supervisor

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Working As A Support Supervisor

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $94,000

    Average Salary

What Does A Support Supervisor Do At United Technologies Corporation

* Drive the implementation of best practices and continuous improvement throughout the organization, while insuring an appropriate balance between customer’s needs/wants and corporate resources, processes, and technology
* Use corporate ACE methodology to benchmark and drive mistake proof solutions.
* Build a team that passionately supports Company and the individual business units, accomplishment of goals and objectives in a manner consistent with UTC principles.
* Lead Customer Product Support team lead, and staff members to become a world class Customer Service organization.
* Through coaching, mentoring, and setting examples, works with each staff member to identify development opportunities.
* Use corporate PFT process to set goals and development plans for staff.
* Insure Product Support team has necessary resources for success, including the right tools, process, training, and staffing.
* Assess the future needs of the department and develop a plan for implementing these tools.
* Respond to request from the Better Business Bureau
* Process orders for RSA and HAPCO
* Work closely with RSVP, process credits, ensure they have proper inventory
* Maintain and distribute information to the legal and quality department teams as needed
* Coordinate the development and continual updating of work instructions
* Provide assistance to agents when calls have been escalated
* Work with social media specialist/ responding to comments
* Audit warranty replacement to ensure that customers are satisfied with delivery of products
* Provide support for web services.
* Responsible for knowing and providing product information, as well as information concerning press releases and marketing material.
* Update technical information on various data bases as product details change.
* Communicate effectively to customers via phone and email; follow predefined procedures to identify, evaluate and solve escalated calls
* Assist other departments with product surveys.
* Good use of time management skills for a repetitive work environment

What Does A Support Supervisor Do At Ross Stores, Inc.

* Responsible for the human resources management of 6–8 Sample Support Administrators, who support Merchants in sample support activities.
* Proactively manage SSAs on a continual basis; set high performance standards, hold SSAs to agreed-upon deadlines and provide feedback.
* Work with Merchant team to accurately assess individuals against performance standards; ensures that SSAs clearly understand job expectations.
* Meet with Merchant Support Manager and interface with Merchant counterparts on a recurring basis to understand business peaks in sample volume, and effectively allocate SSA resources appropriately.
* Demonstrate ability to establish strong relationships with Merchants and exercise flexibility when unforeseen peaks and valleys in workload occur.
* Work with other Merchant Support Supervisors to balance workload when necessary.
* Maintains a “service-minded” approach to managing this internal SSA service to the Merchants.
* Demonstrate problem solving skills.
* Objectively assess fluid business situations that may differ from division to division.
* Anticipate potential problems and generate ideas, insights and solutions to resolve or "head-off" potential problems.
* Maintain understanding of SSA and Merchant adherence to processes and effectively report up to Merchant Support Manager on issues related to process compliance.
* Must maintain strong knowledge and proficiency in the sample database and processes.
* Act as a resource for ongoing SSA training and for day-to-day questions from SSAs and the business.
* Complete operational reporting to help understand team performance and identify areas for improvement.
* Synthesize sample best practices from SSAs and share across the Merchant Support organization.
* Must understand how to implement streamlined processes

What Does A Support Supervisor Do At Idexx

* Contributes to development of FSR strategy, operating policies and procedures and leads/contributes to process/other improvements based on evaluation of existing procedures and business needs.
* Identifies problems, obstacles and opportunities and proactively takes action to address issues.
* Strives for continuous improvement.
* Facilitates relationship between field partners and field support representatives and act as the liaison to enable strong collaboration.
* Advocates the FSR role and facilitates FSR interactions with field partners
* Supports and coaches individuals on territory management and assists in creating the territory blue print.
* Coaches and develops individual to provide excellent customer experience, explores developing opportunities and assigns internal resources.
* Does ride along with Field reps to provide training and individual development
* Ensures appropriate resources allocation and prioritizing.
* Provides guidance to employee on time management and ensures best allocation of their time so that ongoing internal and external customer satisfaction is maintained.
* Enables and provides guidance to individual to utilizes data, metrics and system tools to ensure efficiency and to maximize customer experience
* Drive customer advocacy and education
* Acts as a change champion and support organization in managing through change
* Evaluates performance and provides coaching and development opportunities
* Support and guide representatives through organizing travel to customers, helping to resolve issues, and the appropriate and timely reporting of site visits.
* Builds customer relationships and manages escalated/critical issues.
* Communicates with other related departments to coordinate work and resolve issues as needed.
* Provides internal/external customer feedback and leads/participates in internal teams/projects related to product or process quality, new product development and improvements, services and other areas as needed.
* Maintains knowledge of Company products and services and customer support knowledge as well as changes and developments in the industry affecting work activities.
* May participate in outside industry groups and forums related to business activities.
* Performs other duties as assigned.
* Adheres to and models the IDEXX Purpose & Guiding Principles

What Does A Support Supervisor Do At Concur

* Participate in the Hiring, training and development a strong support staff to ensure a high level of client satisfaction
* Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.
* Collaborate with other Managers and Leads to create a work schedule for the team that ensures full coverage at all times during hours of operation (including holidays).
* Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
* Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations.
* Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
* Be aware of and comply with all corporate policies
* Typical Tasks:
* Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.
* Monitor and process flows to ensure that client cases are progressing through the workflow.
* Serve as a mentor to team members on general Support tasks and processes.
* Review SLA metrics and raise attention to other management teams in Support when the team is failing to meeting the SLA guidelines
* Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority.
* Serve as a first level of escalation and work directly with clients on escalated cases and concerns.
* Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing.
* Personnel administration including conducting, performance reviews, coaching, discipline, training, terminations, and potential new hire interviews

What Does A Support Supervisor Do At Metavante

* Manages the operations of teams of representatives that respond to inquiries of a technical or complex nature relating to FIS software products and/or services through case management.
* Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems.
* Reports new or recurring problems to product management and/or product development departments.
* Monitors call queues, call volume, and other metrics.
* Analyzes results and analyzes trends.
* Ensures the volume of work produced meets product/service standards and exceeds quality standards.
* Ensures representatives are properly trained when new products are released or products are upgraded or patched.
* Contributes to the development of the product support function.
* May develop business strategy and business plan for team/group operations including budget development.
* Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
* May build industry relations communicating technologies and operational concerns through industry networking.
* Performs other related duties as assigned by management

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Support Supervisor Jobs

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Average Length of Employment
Support Supervisor 4.0 years
Support Manager 3.3 years
Center Supervisor 3.3 years
Team Manager 3.0 years
Support Lead 2.7 years
Top Careers Before Support Supervisor
Supervisor 8.7%
Cashier 5.7%
Manager 4.4%
Internship 3.7%
Top Careers After Support Supervisor
Manager 7.9%
Supervisor 7.8%
Cashier 3.6%
Owner 3.5%

Do you work as a Support Supervisor?

Support Supervisor Demographics

Gender

Male

45.0%

Female

44.8%

Unknown

10.2%
Ethnicity

White

62.9%

Hispanic or Latino

15.7%

Black or African American

11.5%

Asian

6.4%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

55.2%

French

5.2%

German

4.5%

Carrier

3.9%

Cantonese

3.2%

Portuguese

3.2%

Chinese

3.2%

Korean

2.6%

Russian

2.6%

Vietnamese

1.9%

Mandarin

1.9%

Italian

1.9%

Japanese

1.9%

Arabic

1.9%

Hindi

1.9%

Swedish

1.3%

Cheyenne

1.3%

Dutch

0.6%

Danish

0.6%

Wolof

0.6%
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Support Supervisor Education

Schools

University of Phoenix

29.0%

Community College of the Air Force

7.1%

Strayer University

6.3%

Capella University

5.5%

Kaplan University

5.2%

Ashford University

4.8%

Liberty University

4.2%

American InterContinental University

3.7%

Southern New Hampshire University

3.4%

The Academy

3.4%

University of Maryland - University College

3.1%

Troy University

2.9%

University of Missouri - Columbia

2.7%

Walden University

2.7%

Arizona State University

2.7%

Texas A&M University

2.7%

Pennsylvania State University

2.7%

Saint Leo University

2.6%

Grand Canyon University

2.6%

Webster University

2.6%
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Majors

Business

32.9%

Psychology

5.6%

Computer Science

5.2%

Criminal Justice

5.2%

Management

5.1%

Accounting

4.6%

Information Technology

4.3%

Social Work

3.7%

Computer Information Systems

3.6%

Health Care Administration

3.4%

Human Resources Management

3.4%

Finance

3.1%

Nursing

3.1%

Communication

3.0%

General Studies

2.8%

Education

2.5%

Human Services

2.2%

Liberal Arts

2.2%

Electrical Engineering

2.1%

Sociology

2.1%
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Degrees

Bachelors

37.7%

Other

23.3%

Masters

17.7%

Associate

13.9%

Certificate

4.5%

Diploma

1.4%

Doctorate

0.9%

License

0.6%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$94,000
View Detailed Salary Report
$56,000
Min 10%
$94,000
Median 50%
$94,000
Median 50%
$94,000
Median 50%
$94,000
Median 50%
$94,000
Median 50%
$94,000
Median 50%
$94,000
Median 50%
$158,000
Max 90%
Best Paying Company
Central Lakes College
Highest Paying City
San Francisco, CA
Highest Paying State
California
Avg Experience Level
3.6 years
How much does a Support Supervisor make at top companies?
The national average salary for a Support Supervisor in the United States is $94,499 per year or $45 per hour. Those in the bottom 10 percent make under $56,000 a year, and the top 10 percent make over $158,000.

Real Support Supervisor Salaries

Job Title Company Location Start Date Salary
Supervisor Middleware Support Medimpact Healthcare Systems Inc. San Diego, CA Aug 31, 2016 $150,000
Supervisor, Middleware Support Medimpact Healthcare Systems, Inc. San Diego, CA Jan 11, 2015 $150,000 -
$165,200
Polyolefins Plant Support Supervisor Total Petrochemicals & Refining USA, Inc. La Porte, TX Nov 30, 2014 $104,300
Polyolefins Plant Support Supervisor Total Petrochemicals USA, Inc. La Porte, TX Dec 01, 2011 $100,000
Supervisor, Global Support Modular Mining Systems, Inc. Tucson, AZ Aug 18, 2011 $88,500
JDE Support Supervisor-Manufacturing Weatherford International, Inc. Houston, TX Mar 15, 2012 $86,070 -
$106,226
Project Support Supervisor Serimax North America, LLC Houston, TX Aug 18, 2014 $85,642
Supervisor, Global Support Modular Mining Systems, Inc. Tucson, AZ Sep 23, 2010 $85,613 -
$88,500
Project Support Supervisor Serimax North America LLC Houston, TX Oct 01, 2012 $78,000
S&C RTC Support Supervisor-Ptc Illinois Central Railroad Company Homewood, IL Sep 25, 2012 $74,838
Administrative Support Supervisor Grand Motors, Inc. Garden Grove, CA May 08, 2015 $70,158
Computer Repair, Network, Systems&Database Support Supervisor About Computers, Inc. Tampa, FL Oct 01, 2015 $69,243
Computer Repair, Network, Systems&Database Support Supervisor About Computers, Inc. Tampa, FL Oct 01, 2015 $68,099
Computer Support Supervisor MKG Global Technology, Inc. Park Ridge, NJ Sep 22, 2011 $61,664
Administrative Support Supervisor Doterra Int'l, LLC, a Subsidiary of Thrive Holding Pleasant Grove, UT Mar 28, 2016 $55,182
Assistant Product Support Supervisor Thorlabs, Inc. Newton, NJ Nov 01, 2011 $55,000
Community Support Supervisor Hope Community Resources, Inc. Anchorage, AK Oct 01, 2013 $44,349
Community Support Supervisor AHRC NYC New York, NY Sep 20, 2015 $43,805
Community Support Supervisor AHRC-NYC New York, NY Dec 03, 2012 $42,000
Instructional Supports Supervisor The Learning Tree, Inc. Piedmont, AL Nov 01, 2009 $42,000
Instructional Supports Supervisor The Learning Tree, Inc. Piedmont, AL Aug 17, 2009 $42,000
Administrative Support Supervisor Venus Laboratories Inc. Lacey, WA Sep 01, 2010 $41,740
Employment Support Supervisor Hope Community Resources, Inc. Anchorage, AK May 01, 2010 $40,947

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Top Skills for A Support Supervisor

  1. Procedures
  2. Customer Service
  3. Direct Supervision
You can check out examples of real life uses of top skills on resumes here:
  • Developed, implemented and maintained procedures resulting in decreased response time and backlog elimination.
  • Collaborated with customer service representatives and regional technical support in identifying and documenting program and processing errors.
  • Provided direct supervision and leadership in patient care to assigned personnel.
  • Provided training for all new and existing employees and completed performance reviews and suggested salary recommendations to management as needed.
  • Provided technical support for the physical protection program within the regulatory commitments in Company's Nuclear Security and Contingency Plan.

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Top 10 Best States for Support Supervisors

  1. Alaska
  2. Connecticut
  3. New York
  4. Delaware
  5. Rhode Island
  6. Massachusetts
  7. Minnesota
  8. District of Columbia
  9. Pennsylvania
  10. Colorado
  • (56 jobs)
  • (296 jobs)
  • (1,053 jobs)
  • (79 jobs)
  • (64 jobs)
  • (653 jobs)
  • (449 jobs)
  • (127 jobs)
  • (849 jobs)
  • (475 jobs)

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Jobs From Top Support Supervisor Employers

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