Technical Support Supervisor

The Technical Support Supervisor provides general supervision and product/service guidance to staff to ensure departmental goals and objectives are achieved.

Qualifications:

• Advanced knowledge of DMP alarm systems and communications as well as DMP software applications.
• Knowledge of computer hardware/software and digital data communications.
• 2 years of experience in alarm system installation or support.
• Exceptional listening and problem-solving skills with ability to identify and solve problems fast.
• High degree of accuracy/detail oriented.
• Ability to clearly communicate technical information to any audience.
• Demonstrates good coaching and training skills.
• Excellent knowledge of Technical Support processes and procedures.
• Ability to remain calm and professional in pressure situations.
• Flexible, results-oriented team player with excellent verbal and written communication skills.
• Punctual, have a good work attitude, and work cooperatively with others in the department and company.
• Accept and benefit from constructive feedback.
• Demonstrates excellent attendance and is flexible with overtime.

Responsibilities:

1. Provides day-to-day supervision of the Technical Support Department.
2. Monitors and supervises customer on-hold times and ensures those times meet or exceed our daily goals.
3. Develops processes that improve efficiency and accuracy in troubleshooting and solving customer issues.
4. Facilitate and schedule weekly team meetings to align expectations, discuss improvements, and share successes.
5. Track department performance daily and provide manager with weekly report on critical metrics.
6. Reviews technician call transcripts in CRM software for quality and accuracy.
7. Accomplishes department goals by planning, coaching, counseling, and disciplining employees.
8. Maintains and adjusts department schedule to ensure the call center is covered at all times.
9. Conducts employee performance reviews and consistently provides feedback on job performance.
10. Assists Technical Support Reps as needed, with the goal of taking care of the customer fast.
11. Answers Technical Support calls as needed to prevent long customer on-hold times.
12. Maintains an open environment that encourages team member participation in process improvements and problem resolution.
13. Escalates customer reported issues when needed and follows ECI process.
14. Observes company policies and contributes to team effort.
15. Performs other duties as assigned. Job duties are subject to change as directed by management.

Apply your talent. Make a difference. Enjoy the rewards.

EOE/Vet/Disabled