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Technical Support Supervisor
2 months ago
At ecoATM, we're a technology company pioneering device re-commerce. Our 5500+ automated kiosks and online marketplace enable people worldwide to join the mobile device re-use revolution. We're looking for a Technical Support Supervisor to provide critical support to our field of kiosks through CRM tools, resolve escalated issues, and make key decisions to ensure technical and customer satisfaction.
Key Responsibilities:- Provide support to entire field of kiosks through CRM tools via phone, email, and portal.
- Field and resolve escalated issues.
- Responsible for critical decision making to ensure technical/customer satisfaction.
- Support other Support Services teams within Operations.
- Monitor queues and mentor agents.
- Coach and provide feedback for agent improvement.
- Hire, train, monitor, coach, and motivate agents.
- Ensure the team achieves all company goals and service levels.
- Identify key areas of improvement in staffing and processes.
- High school diploma or GED required; additional technical certification required.
- 3+ years of customer service experience to include help desk or technical support experience required.
- 1+ years experience in management role.
- Experience with CRM software and technical documentation preferred.
- Hourly Pay: $29.14/hr - $35.62/hr
- Base pay offered may vary depending on job-related knowledge, skills, and experience.
- This position may also be eligible for short-term and long-term incentives based on individual and company performance.
We value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
