Supervisor, Customer Technical Support Position Available In Cumberland, Maine

Supervisor, Customer Technical Support at Cengage Group in Portland, Maine, United States Job Description We believe in the power and joy of learning At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values inclusion, engagement, and discovery Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/ Are we right for you? We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first. The Supervisory position will be responsible for the successful day-to-day operations of the Customer Technical Support team located in Independence, KY. What you’ll do here: This individual will be responsible for the planning, scheduling, and administration of resources required to meet the service level agreements outlined for external and internal customers. The ability to communicate effectively with all levels of the organization and with external customers, both students and professors, is critical. This individual is also expected to acquire and maintain a detailed level of product knowledge in order to assist and delight our customers. The responsibilities of this position include the following: Work with the Director and other leadership staff to develop strategies to give the best service to our external and internal customers. + Provide coaching sessions with employees regarding adherence to policies, procedures, and job knowledge to share and reinforce positive feedback and discuss opportunities for improvement. + Complete monthly QA evaluations and calibration meetings with employees regarding call monitoring and accurate reporting. + Partic