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
Main Objective:
Provides first-level support to clients in the U.S. Accepts and logs all support calls, provides first-level research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.
Roles & Responsibilities
These responsibilities include but are not limited to:
Training phase:
After training completion:
Winning Behaviors, Competencies, Skills
Physical Demands
Prolonged periods of sitting at a desk and working on a computer
Spend Time Making Repetitive Motions
Requirements
Qualifications & Requirements:
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0 Technical Support Supervisor jobs found in Melbourne, FL area