Customer Support Supervisor

This job is located in Omaha, Nebraska. 

 

Overview

Drobo makes award-winning storage solutions that provide an unprecedented combination of data protection, expandability, and ease of use. Based on the patented and proven BeyondRAIDTM technology, Drobo delivers the best storage experience ever for hundreds of thousands of consumers, professionals, and businesses.

As the Customer Support Supervisor, you will be responsible for the direct, daily supervision of Customer Support agents with different skill levels in Omaha, NE. Responsibilities include participation in the hiring process, provision of guidance and direction to staff, schedule preparation and management, ensuring adherence to staff training, problem solving and follow-up, performance monitoring and evaluation, including corrective action. You must possess strong interpersonal, conflict and management skills. In this role, you will have the opportunity to cultivate a positive culture, reflecting the values of Drobo. 

 

Responsibilities:

    • Proven leadership experience and the ability to develop and motivate a team
    • Ability to communicate effectively to a variety of audiences
    • Ability to provide and support the companies/client’s vision and direction
    • Exceptional time management skills and strong knowledge of Microsoft Products, and CRM tools
    • Excellent oral, written and interpersonal communication skills
    • Attention to detail, the ability to multi-task and operate in a changing environment
    • Must be creative; think outside the box mindset and the ability to come up with ideas to aide in client satisfaction and customer service
    • Excellent teamwork and customer service skills (friendly, courteous and helpful)
    • Maintain and adjust staffing schedules based on work load and project demands.
    • Demonstrated understanding of iSCSI, Ethernet (802.3), networking fundamentals, ICMP, trace-route, TCP/IP and the OSI 7-Layer
    • Good understanding of Electronics and Digital communications
    • Must be very comfortable with installing, configuring and optimizing Windows and MAC operating systems and platform
    • Hands-on experience with, at a minimum, non-managed switches and routers
    • Hands-on experience with SATA drives, JBODs, drive enclosures and RAID arrays

Preferred Qualifications:

  • Bachelor’s degree in Business or a related field or equivalent education and experience
  • A minimum of one year supervisory experience with a blended Inbound/Outbound Contact Center
  • One to three years Contact Center experience

Drobo appreciates your interest in our company.

If you are interested, please send an email to jobs@drobo.com with your resume and experience.

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