Technical Support Supervisor
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
- Technical Support
- Customer Support
- Call Center Operations
- Hardware Support (including POS, Pay stations, system controllers, cameras, routers, EMV devices)
- Software Support
- Network and Connectivity Support (including TCP/IP, DNS, DHCP)
- Systems Support
- Ticketing Systems
- Data Analysis
- Documentation
- Workflow Procedures
- Training Support Teams
- End User Training
- KPI Creation
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.
