Support Supervisor

TITLE: Support Supervisor

DEPARTMENT: Information Systems   

POSITION OBJECTIVE: Ensure that day-to-day Support Department activities are completed to provide end users with the highest quality customer support for our products.  Maintain support services while responding to user inquiries via tele­phone and email. 

REPORTS TO:  Information Systems Director

DUTIES and RESPONSIBILITIES:

• Provide customer support to help clients understand how to use the systems properly.
• Maintain client relations while handling problems that appear to arise from the use of the system.
• Communi­cate with management of AFBIS about Support Department activities.
• Maintain user profile request forms from our customers to grant access to the system.
• Maintain policy provisions along with rolling and coordinating with the offices the new year to the system.
• Coordinate requests from our customers for enhancing/correcting systems programs, including research and identifying requirements for complex projects.
• Coordinate scheduled customer release testing.
• Maintain positive working relationship with Federal Agencies and other organizations that require shared data.
• Participate on committees, as requested, to assist with analyzing methodology of systems and procedures.
• Attend meetings of Federal Agencies and other affiliated organizations of AFBIS, Inc.
• Oversee and coordinate employees. Monitor and evaluate employee performance.
• Other duties as assigned.

RELATIONSHIPS:  Works on a daily basis with other team members of the Information Systems Department. Works with AFBIS customers, team members and staff as needed. Participate as an employee and representative of AFBIS, Inc. in a professional and courteous manner.

EDUCATION OR TRAINING REQUIRED:  Bachelor’s degree or 5 years of experience or a combination of the two. 

EXPERIENCE AND SKILLS REQUIRED:  Must be self-directed, and manage multiple tasks simultaneously under deadline pressure.  Effective verbal and written communication, including the ability to collaborate effectively across teams. 

PREFERRED EDUCATION/EXPERIENCE/TRAINING/SKILLS: Crop Insurance knowledge is beneficial.

ESSENTIAL FUNCTIONS AND PHYSICAL DEMANDS:  Position requires extended periods of sitting at a computer workstation and data entry with a computer keyboard and mouse.  Minimal travel required