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Technical Support Supervisor

2 months ago

Tamarac, United States StaffChase Full time

Overview:

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 on-call 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 end-user training on system functions via the Internet and classroom. Serve as backup to on-call members. Other duties as assigned.


*IMPORTANT PLEASE READ ALL BELOW*

Manager Notes/Must Haves Knockouts

  • No on-call but MUST be available to take calls as needed after hours.
  • Hours of call center: 7 days a week, 7am-10 pm hours, 24 hour emergency.
  • The position is more of a role that guides, forecasts and oversees productivity. Their goal with this role is to track, monitor, address and prevent employees from falling out of compliance.
  • They typically do not have any direct contact with the employees, except for when correcting immediate concerns such as real-time metrics.
  • Any data handled when forecasting or pulling data is handed off to leadership to analyze and address. They’re more of a bridge between the leadership team and the employees.
  • Manager needs a lot of support/has a lot on her plate and this individual will be her right hand. Must have experience managing a call center along with tracking performance.
  • Must be data-driven
  • 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.
  • LAN & Operating Systems Knowledge. 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.


Education:

Bachelor’s degree.