Technical Support Supervisor

Description

At Audio Enhancement, we help empower learning in the classroom every day. We believe in what we do, and how we do it. We take care of each other, exceed our customers’ expectations, and build success through partnership, friendship, and trust—with our team members, partners, and customers. Team members who work hard, pursue excellence, and have a positive attitude can expect to grow with us as we grow. At Audio Enhancement, we’re looking for “lifers”—members of our Audio Enhancement family who believe in our mission, share our passion, and want to spend their careers making a difference in education. 

This hourly administrative position provides daily supervision of Audio Enhancement’s Technical Support team, ensuring a high level of efficiency and measurable, successful support for customers. This position reports directly to the Manager of Technical Support and serves as a backup for that position’s duties when the manager is absent. Successful candidates will have outstanding human-relations and management skills and a customer-first attitude. Organizational and leadership skills, including strong troubleshooting abilities, are a must. 

Duties Include: 

• Uses KPI data to effectively produce positive results among staff.
• Works collaboratively with the Tech Support Manager and staff to develop, implement, and guide necessary training programs.
• Exercises discernment regarding matters that need to be brought to the attention of the Tech Support Manager (e.g., interdepartmental or corporate interventions, Tech Support planning, personnel concerns, staff training ideas, KPI progress, advanced customer concerns).
• Seeks and provides appropriate resources to foster professional growth of staff in both technical and customer service skills.
• Plans strategically with the Tech Support Manager to develop and guide departmental goals and achievements.
• Understands and executes the mission and goals of Audio Enhancement.
• Familiarity with all Audio Enhancement equipment.
• Ensures staff members complete all required training courses.
• Uses the company CRM to monitor and guide daily staff performance.
• Performs regular audits of tickets and staff performance.
• Knows how to use an ERP.
• Navigates Paylocity.
• Provides regular reports to the Tech Support Manager regarding staff attendance and scheduling.
• Serves as the first point of escalation for calls from Level 3 Tech Support agents.
• Assists with escalated calls from lower-level Tech Support agents as needed.
• Takes customer calls when necessary, ensuring the currency of phone support skills.
• Performs de-escalation and resolution of customer concerns.
• Continues to seek opportunities for self-improvement and professional growth.

Requirements

• At least 4 years of experience in a technical support role.
• Previous supervisory or leadership experience in a technical support role is preferred.
• Demonstrates a proven level of exceptional and influential leadership skills.
• Experience with computer networking and server administration is preferred.
• Ability to supervise day-to-day operations of the Tech Support staff.
• Takes ownership of escalations from Tech Support agents.
• Motivates staff and maintains a positive, collaborative team environment.
• Ability to establish personal and professional relationships, gaining the respect and confidence of Tech Support staff and others throughout the company.
• Intentionally develops staff skills and guides performance direction and levels, including the ability to provide timely feedback and hold crucial conversations.
• Ability to delegate effectively.
• Ability to understand and successfully process all levels of Tech Support questions.
• Exemplary communication skills when working with internal and external parties.
• Proven ability to successfully develop and maintain positive customer relationships.
• Ability to understand and evaluate customer concerns and escalate as required.
• Fosters a professional work environment through high expectations and personal example.
• Professional in character, punctual, reliable, honest, and flexible.
• Exemplifies strong organizational skills, including superior writing and editing abilities.
• Proven data-driven decision-making skills, including the ability to make independent decisions in a team environment.
• Successfully supports and achieves departmental goals, projects, and initiatives.

Compensation:

Hourly wage is negotiable depending on skill and experience. Benefits include outstanding work environment, opportunities for growth, medical, dental and vision insurance, PTO and matching 401(k).

To learn more about Audio Enhancement, visit www.AudioEnhancement.com

For quick inquiries, contact hrshared@audioenhancement.com