Technical Support Supervisor

3 weeks ago


Broward County, United States Ranger Technical Resources Full time

Technical Support Supervisor #2361

Position Summary:

The world s largest manufacturer of conveyorized car wash equipment and control systems is seeking a Technical Support Supervisor to grow in a diverse role with an organization that is expanding rapidly. As a Technical Support Supervisor, you'll lead a dynamic team of technical support specialists in delivering exceptional customer service and resolving complex technical issues. This pivotal role combines leadership, problem-solving, and innovation to ensure customers receive top-tier support.

Experience and Education:

  • Bachelor s degree in Computer science, Information Technology, or a related field (or equivalent work experience).
  • 3+ years of experience in IT support or related roles.
  • 1+ years of experience leading a call center or technical support team.
  • Strong technical background with knowledge of networking, computer hardware, systems, and software.
  • Experience with ticketing systems.
  • Experience in a call center environment is highly preferred.

Skills and Strengths:

  • Strong leadership abilities
  • Customer service
  • Customer support
  • Troubleshooting technical issues
  • Hardware troubleshooting (including POS, Pay stations, system controllers, cameras, routers, EMV devices)
  • Software troubleshooting
  • Network and connectivity support (including TCP/IP, DNS, DHCP)
  • Infrastructure support
  • Ticketing systems (Jira preferred)
  • Data analysis
  • Data entry
  • Data manipulation
  • SQL
  • Documentation
  • Onboarding and training processes
  • KPI creation
  • Salesforce (a plus)

Primary Job Responsibilities:

  • Supervise and mentor a team of technical support specialists, providing guidance and performance feedback.
  • Monitor team performance through metrics and KPIs, ensuring service levels are met or exceeded.
  • 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.
  • Work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.
  • 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.
  • 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.
  • 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.
  • 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 internet and classroom.



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