The Tech Support Supervisor will lead both internal and external technical support teams, ensuring operational efficiency and delivering exceptional client service. This role is pivotal in establishing and maintaining call center best practices, guiding team productivity, and supporting leadership with data-driven insights. You will be responsible for overseeing team performance, forecasting, and managing compliance while acting as the primary escalation point for technical issues.
Responsibilities:
Team Leadership: Supervise and mentor technical support teams, ensuring adherence to best practices, and maintaining high levels of client satisfaction.
Performance Tracking: Monitor and analyze performance metrics to ensure compliance and productivity standards are met; address and prevent non-compliance in a proactive manner.
Data & Reporting: Provide regular reports and performance data to leadership for analysis, helping to identify trends, service issues, and areas for improvement.
Call Center Operations: Oversee and manage call center scheduling, approve timesheets, and handle workforce management to optimize efficiency.
Technical Support: Troubleshoot and resolve complex technical support issues, including networking, hardware, software, and external Point of Sale (POS) systems.
Escalation Point: Serve as the primary escalation point for unresolved technical issues, ensuring swift resolution and customer satisfaction.
Training & Development: Coordinate and facilitate training for the team, ensuring that all team members are equipped with the knowledge and tools to provide high-quality support.
Documentation & Manuals: Develop, update, and maintain technical operation manuals, repair guides, and training materials to support team knowledge and efficiency.
Backup Support: Serve as a backup to on-call team members when necessary.
Qualifications:
5+ years of experience in Technical Support, Customer Service, or Help Desk environments.
Prior experience in a team lead or supervisory role, preferably leading technical support teams in a call center environment.
Hands-on experience with LAN, operating systems, and troubleshooting POS systems and peripherals (e.g., barcode scanners, receipt printers, credit card swipes) is a plus.
Skills:
Data-driven mindset: Strong analytical skills with the ability to track and interpret performance metrics and KPIs.
Leadership: Proven leadership and team management experience, with the ability to guide, mentor, and develop teams.
Technical Knowledge: Solid understanding of network systems, hardware, and software, with the ability to troubleshoot complex technical issues.
Proficiency in Microsoft Office Suite or equivalent software.
Bachelor's degree required in a related field (e.g., Information Technology, Computer Science, Business Administration).
Familiarity with Dialpad or similar call center platforms (huge plus).
Experience in Workforce Management (WFM) processes, especially if managing a team.
Knowledge of Point of Sale (POS) systems and peripherals is desirable but not required.