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Tech Support Supervisor

1 month ago


Fort Lauderdale, United States StaffChase Full time

Job Title: Tech Support Supervisor

Job Location: Tamarac, FL


Key Requirements:

Hours of call center:

7 days a week

7am-10pm hours

24 hour emergency

  • Must have experience managing a call center along with tracking performance.
  • Must be data driven
  • 5+ years’ experience in Tech Support, Customer Service or Help Desk.
  • Prior experience in a team lead or supervisory role leading people and technical support teams.
  • LAN & Operating Systems Knowledge.
  • Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.
  • Proficient with Microsoft Office Suite or related software.


Education:

Bachelor’s degree.


  • Overview:The position is more of a role that guides, forecasts, and oversees productivity.
  • Their goal with this role is to track, monitor, address and prevent employees from falling out of compliance.
  • They typically do not have any direct contact with the employees, except for when correcting immediate concerns such as real time metrics.
  • Any data handled when forecasting or pulling data is handed off to leadership to analyze and address. They’re more of a bridge between the leadership team and the employees.
  • Manager needs a lot of support/has a lot on her plate and this individual will be her right hand.


  • Responsibilities:
  • Manage call center best practices.
  • 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.
  • Coordinate and 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; establish and monitor department KPI’s.
  • 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.
  • Troubleshoot technical support issues which may range from networking, computer hardware, and computer software.
  • 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 the internet and classroom.
  • Serve as backup to on-call members.
  • Other duties as assigned.