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Technical Support Supervisor, Risk Management Products

3 months ago

Alpharetta, United States Datascan Technologies, LLC Full time
Job DescriptionJob Description

About DataScan:

Headquartered in Alpharetta, Georgia, DataScan stands at the forefront of delivering cutting-edge wholesale asset financing and inventory risk management solutions. Our commitment lies in empowering lenders to efficiently oversee their operations and manage risk through our technologies, knowledge, and expertise. With our connected commercial ecosystem, we continue to evolve the dealer commercial lending industry.

We are looking for a Technical Support Supervisor, Risk Management Products to lead our team providing application support services for Risk Management applications and operational support to clients. The Support Supervisor provides daily oversight and leadership of our Audit Intelligence Operations Tier 1 & Tier 2 Support Associates, monitoring the tasks and projects they're responsible for, in addition to being a working member in the team. This position will work with minimal oversight, being given desired outcomes and being expected to achieve them. The Support Supervisor will decision daily matters and team project direction independently, with an understanding and consideration of the overall vision of the business unit and organization.

The Technical Support Supervisor’s mission is to support DataScan’s vision, support Field Risk Specialists and Clients, maintain client confidence, and promote DataScan’s Core Values.

The position requires both technical capability and business understanding. The position reports to the Manager, Ai Support and Best Practices. The Technical Support Supervisor uses excellent client management skills along with strong product and business knowledge to serve DataScan clients and assist other DataScan departments with various projects.

The Audit Intelligence Support team supports equipment and software set up, application support, hardware, and technical support for a field network of 300+ associates in the US and Canada. We support client equipment, front and back-end application support for our RiskGauge Platform, Audit Intelligence platform, the Ai Mobile software, Ai website including Resolution, Scheduler, uVerifi, and reporting. We coordinate handling of all Operational requests submitted by the clients, initiating scheduling requests and updating client data. We are the first stop for all inbound calls to RiskGauge, Ai or uVerifi from clients or field associates. We oversee coordination of all Risk Management audit scheduling, dispatch processes, and are responsible for booking all Ai Field air travel and the management/administration of company fleet vehicles.


This is a hybrid position based in Alpharetta, GA working 2 to 3 days a week in our Alpharetta office.

REQUIREMENTS:

  • Bachelor's degree, business-related degree with emphasis in Information Technology or Computer Science or an associate degree with 5 years of experience in a technical, application, or client support role
  • 2 Years of experience in a Supervisory role
  • Excellent leadership and team management abilities with 4 years of experience working in a customer support team
  • Experience with Salesforce, JIRA, Confluence, and Microsoft Office required
  • Knowledge of the following tools (or comparable tools): relational databases, SQL scripting, Citrix, UltraEdit, and FTP preferred
  • Scheduling, and logistics required
  • Excellent organization skills, attention to detail, and the ability to prioritize and multitask with a high degree of accuracy
  • Experienced in the development, documenting, and implementation of policies, procedures, and best practices.
  • Possess excellent verbal and written communication skills and the ability to interact professionally with diverse groups of executives, managers, and subject matter experts.
  • Experience in conducting research with strong troubleshooting and problem-solving skills
  • Floorplan auditing experience is preferred


RESPONSIBILITIES & DUTIES:

  • Supervise the day-to-day team activities coordinating coverage and schedules, working with associates to grow and develop them, coaching and documenting opportunities, and achievements.
  • Provide technical support and guidance to the team for complex issues.
  • Ensure daily work queues are cleared and monthly review tasks are on schedule to be completed.
  • Ensure support portal tickets are assigned out and worked timely and properly.
  • Monitor RingCentral call queues to ensure adequate coverage and handling of calls, and that associates are logged in and out appropriately.
  • Work as an active member of the support team, taking calls, handling cases, and working portions of work queues.
  • Ensure equipment inventories are at proper levels and initiate equipment orders as needed.
  • Learn and become a Subject Matter Expert (SME) for all risk management products (RiskGauge, Ai, Scheduler, and uVerifi), participate in new client implementations, and ensure clients and dealers alike receive best-in-class support.
  • Identify, escalate, and provide periodic updates on system issues in accordance with DataScan policies.
  • Work closely with IT Operations and Development resources to identify, document, and solve system issues across all Risk Management products.
  • Oversee and monitor Special Projects as delegated across the team.
  • Be a mentor and work to establish and nurture relationships with your team and across DataScan.
  • Lead by example through championing individual associate, team, and company/business level engagement. This includes, but not limited to: Reading all corporate communications; Attending and engaging (as appropriate) in department meetings, and/or company-wide conference calls, and/or other DataScan internal collaboration meetings (with other business units); Leading and/or participating in routine, Team meetings; Interacting effectively and professionally with all Ai team members; Providing effective coaching to your team.
  • Provide recommendations to Product for enhancements to support our team and clients’ operations.
  • Provide a positive and collaborative team environment.
  • Effectively communicate and interact with clients, field, and internal associates.
  • Step in as needed to answer calls relating to client and associate questions.
  • Maintain a high level of customer satisfaction by ensuring prompt and effective responses to user inquiries and issues.
  • Develop and implement customer service strategies to improve user experience and service delivery.
  • Analyze performance metrics and generate reports to identify trends, issues, and areas for improvement.
  • Develop, document, and implement policies, procedures, and best practices.
  • Organize and conduct training sessions for help desk staff to enhance their technical skills and knowledge.
  • Keep the team updated with the latest technology trends, tools, and practices.
  • Lead and participate in projects, ensuring timely completion and alignment with company objectives.
  • Maintains a high level of confidentiality.
  • Maintains a positive and motivated attitude when dealing with time-sensitive or complex situations.
  • Conduct other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

  • Directly supervises employees within the Ai Support department.

  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

COMPENSATION & BENEFITS:

At DataScan, our associates are our number one asset. We offer competitive compensation with annual bonus potential, paid time-off, expense reimbursement, excellent health care and retirement savings plan.

  • Bonus potential based on satisfactory performance
  • Flexible health insurance options, including vision and dental coverage
  • 401K retirement savings plan, including company contributions
  • Wellness incentives
  • Paid Parental Leave
  • Education Reimbursement

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