Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Description
Provide top notch customer support to all existing and future VE Kiosk and VE Connect users by resolving their immediate issues, testing software releases, and providing feedback which fosters improvements to the user experience.
Requirements
· Maintain cleanliness and organization of production & installation areas.
· Address Customer Tickets/Calls
· Setup New Machines
· Test New Software
· Document Procedures/Prepare Troubleshooting Guides
· Other Duties as Assigned
Daily tasks may include:
* Answering incoming calls for technical support
* Replying to emails/tickets submitted online
* Documenting problems and resolutions via online tools
* Analyzing machine logs
* Training customers to utilize VE software
* Troubleshooting mechanical issues
* Securing replacement components when required
* Imaging hard drives for new machines
* Programming hardware
* Curating and updating image master
* Testing software functionality
* Working around software limitations to achieve customer goals
* Communicating between departments to resolve customer issues
* Documenting software bugs via online tools
* Troubleshooting connectivity issues
* Provide remote support via online tools
* Configuring new machines to customer specification
* Maintain internal Knowledgebase
* Availability to be on-call for 24/7 support line at least one week a month
* Updating and maintaining software updates and configuration settings based on customers’ needs
* Constantly learning and training on new equipment and new variations on current equipment
Our new team member will be able to show:
· A willingness to assume responsibility and act independently with a ‘See it, Own it, Solve it’ approach to problem solving and project ownership.
· A positive, determined attitude, driven by the spirit of teamwork.
· A passion and drive to learn new technologies, processes and equipment.
This role also physically requires:
· The ability to lift a minimum of 75 pounds.
· The ability to climb ladders and heights for installation purposes, including but not limited to stretching, bending, and climbing in outdoor and indoor environments.
Some preferred qualifications are:
· Demonstrated customer service excellence
· Demonstrated problem solving/critical thinking ability
· Demonstrated proficiency troubleshooting in a windows environment
· Experience guiding novice users through IT related tasks
· Excellent communication and interpersonal skills
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