Technical Support Supervisor

3 weeks ago


Atlanta, Georgia, United States Centegix Full time
Job Title: Technical Support Supervisor

At Centegix, we are seeking a highly skilled Technical Support Supervisor to lead our team of technical support analysts. As a Technical Support Supervisor, you will play a critical role in ensuring our customers' technical issues are resolved quickly and accurately, providing a seamless experience of our Safety Platform products.

Key Responsibilities:
  • Manage customer issues with accuracy, professionalism, and empathy, ensuring SLAs are met.
  • Lead the team that serves as a primary point of contact for customers, providing exceptional technical support and troubleshooting assistance.
  • Collaborate with internal teams to address and resolve customer issues, focusing on first-call resolution.
  • Develop and maintain department technical documentation, including user guides and knowledge base articles.
  • Conduct training sessions to educate on system functionality and troubleshooting best practices.
Requirements:
  • 5+ years of leadership experience in technical support roles, preferably in the software or technology industry.
  • Expertise in metrics-driven performance management.
  • Bachelor's degree in Information Technology or a related field (or equivalent work experience).
What We Offer:
  • Hybrid work environment with workplace flexibility.
  • Participation in a company-wide discretionary bonus.
  • 15 days paid time off.
  • 11 paid holidays.
  • Monthly device(s) reimbursement.
  • A range of health care plans to meet your needs.
  • 401(k) Plan with 4% employer contribution.
  • Employee Referral Bonus.
  • Charitable Program Match.

Centegix is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.



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