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Technical Support Supervisor

2 months ago

Tamarac, United States HireBright LLC Full time

Onsite: Tamarac FL 5 days in office

Salary $75k Plus with annual bonus incentive

The Tech Support Supervisor is responsible for leading internal and external Technical Support teams. Establish and lead call center best practices to ensure client satisfaction and operational efficiency. Train new and existing team members on product best practices documentation procedures and customer service. Lead by example with a never give up attitude and technical problem solving skills. Work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.

Responsibilities

  • Manage call center best practices.
  • Recognize areas for improvement and develop action plans to present to management.
  • Manage the Tech Support team s work and oncall schedules and rotations.
  • Approve hourly employee timesheets.
  • Coordinate and facilitate customer service training for Technical Support team.
  • Develop and maintain technical operation manuals parts lists repair guides troubleshooting guides and training materials.
  • Document workflow and work procedures; establish and monitor department KPI s.
  • Report to and work with management to periodically review and analyze service issues trends new technologies and costs.
  • Coordinate with Management and Project Management on bug fixes and testing.
  • Troubleshoot technical support issues which may range from networking computer hardware and computer software.
  • Act as an escalation point for other Tech Support members on all issues before escalating issues (internet power electrical and operator error issues) to management.
  • Provide enduser training on system functions via internet and classroom.
  • Serve as backup to oncall members.
  • Other duties as assigned.

Qualifications

  • Bachelor s degree.
  • LAN & Operating Systems Knowledge.
  • 5 years experience in Tech Support Customer Service or Help Desk.
  • Prior experience in a team lead or supervisory role leading people and technical support teams.
  • Knowledge of external Point of Sale Systems and peripherals such as barcode scanners receipt printers credit card swipes and touchscreen monitors desired not required.
  • Proficient with Microsoft Office Suite or related software.

Company offers 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match additional medical plans dental vision flex spending account shortterm and longterm disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

HireBright LLC is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race color religion sex age disability marital status familial status sexual orientation pregnancy genetic information gender identity gender expression national origin ancestry citizenship status veteran status and any other legally protected status under federal state or local antidiscrimination laws.