Enterprise Technical Support Lead

1 month ago

Downers Grove, United States Stenograph Full time

The Company
Stenograph LLC is a world leader in the legal transcription industry with a legacy of excellence spanning 85 years, serving a global clientele. Stenograph is at the forefront of legal transcription innovation providing a comprehensive suite of cutting-edge technology designed to empower legal and transcription professionals. Our team's extensive knowledge, experience, and dedication have earned us the reputation as a trusted industry leader. To help us achieve this, we surround ourselves with creative and empowered team members who exemplify our core values of customer focus, quality, continuous learning, commitment, and collaboration.

Stenograph offers the most advanced stenographic machines and computer-aided transcription software for the unique technology needs required by court reporters and captioners. In addition, Stenograph's custom-built automatic speech recognition technology and productivity solutions are designed to benefit all stakeholders of the deposition and legal industry, including digital reporters, transcriptionists, and agencies. We are uniquely positioned as the only provider of a complete end- to-end integrated solution, providing our customers with tools and solutions to capture and produce an accurate verbatim transcript. Our team also provides training materials and professional development courses, that provide our customers with the tools and expertise needed to thrive in the fast-paced industry. Stenograph's support, commitment, and advocacy have solidified our position as a respected industry leader.

Stenograph is owned by The Heico Companies, LLC, and is a certified Woman-owned Business Enterprise (WBE). For over 40 years, The Heico Companies has delivered sustainability to their businesses while maintaining their entrepreneurial spirit. They now have over 9,000 employees and over 78 operating companies on 5 continents and generate more than $3.3 billion dollars in revenue. The Heico Companies believe that great, game-changing ideas can come from anyone, anywhere in our organization.

The Position
The Enterprise Technical Support Lead will oversee the functioning of the Enterprise Technical Support Department, supervising technical support representatives and provide second-level support to internal customers. The ideal candidate will have strong leadership skills, technical expertise, and a customer-focused mindset.

Responsibilities:

  • Monitor phone queues on a daily basis and make necessary staffing adjustments to insure timely call response.
  • Oversee the technical support of company marketed software and hardware products.
  • Assist with coordination of staffing and department scheduling.
  • Resolve challenging, on-going technical and operational problems.
  • Monitor department follow-ups, tracking response to the customers and guiding support representatives to the proper resolution.
  • Receive and handle escalated customer issues and complaints and follow up as needed.
  • Supervise support representatives.
  • Evaluate job knowledge of support reps by monitoring and reviewing calls and assess training needs.
  • Give feedback regarding overall performance and call accuracy.
  • Document personnel matters for reps and maintain confidentiality.
  • Conduct yearly performance reviews.
  • Provide second level technical support to customers and company employees by answering technical questions and resolving problems relating to company products.
  • Explain and enforce departmental and company policies and procedures.
  • Learn and maintain a working knowledge of company marketed software and hardware products.
  • Identify, analyze, and address software and hardware questions and problems.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

  • Associates degree or better, or related business experience.
  • Management experience a plus.
  • Previous technical support or related technical experience a plus.
  • Familiar with iOS and web browsers.
  • Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth, Wi-Fi and USB devices.
  • Ability to maintain a positive attitude and professional manner working under pressure.
  • Good problem solving and communication skills.
  • Hybrid work schedule, located in Downers Grove, IL.


EOE/M/F/D/V

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