Job Details

Job Title: Tech Support Supervisor

Overview:

We are seeking a Tech Support Supervisor to lead both internal and external Technical Support teams. This role will involve implementing call center best practices, troubleshooting a range of technical issues, and ensuring the highest levels of customer satisfaction. You will manage the overall productivity and efficiency of the team, ensuring compliance with performance standards. Additionally, you will serve as a key escalation point for the Tech Support team and collaborate with management to address issues, trends, and new technologies.

Key Responsibilities:

• Lead and implement call center best practices for technical support.
• Identify opportunities for improvement and develop action plans.
• Oversee team schedules, rotations, and timesheet approvals.
• Provide training and professional development for the Technical Support team.
• Develop and update technical operation manuals and troubleshooting guides.
• Track and monitor department KPIs and performance metrics.
• Collaborate with management to address technical service issues, review trends, and introduce new technologies.
• Troubleshoot and resolve technical issues related to hardware, software, and networking.
• Act as an escalation point for complex tech support problems before involving management.
• Train end-users on system functions and serve as backup for on-call team members when needed.

Qualifications:

• Bachelor's degree required.
• 5+ years of experience in Tech Support, Customer Service, or Help Desk roles.
• Experience managing or supervising technical support teams.
• A strong analytical and data-driven approach to managing call center metrics.
• Knowledge of LAN and operating systems.
• Familiarity with Point of Sale systems and related peripherals (barcode scanners, receipt printers, credit card swipes, touchscreen monitors) is a plus.
• Proficiency in Microsoft Office Suite or related software.