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)
Technical Account Manager
Job Purpose: The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less. Managing an account involves a few key outcomes:
Position Metrics / KPIs:
Key Competencies:
Compensation: $50,000 base salary bonuses profit sharing benefits. Total comp expected to be $60,000
Bonus Structure: Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage.
Project Revenue Bonus on Personal Sales:
$50,000 per quarter - $0 Bonus (QUOTA)
$60,000 per quarter - $1,000 Bonus
$75,000 per quarter - $2,000 Bonus
$90,000 per quarter - $3,000 Bonus
MRR Bonus (based upon MRR growth for accounts you manage):
$2,000 per quarter QUOTA = no bonus
Red Goal: $3,000 per quarter = $1,500 Bonus
Yellow Goal: $4,000 per quarter = $2,000 Bonus
Green Goal: $5,000 Per quarter = $2,500 Bonus
Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter
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