What are the responsibilities and job description for the TECH SUPPORT SUPERVISOR position at Sonny's Enterprises LLC?
Overview
The Tech Support Supervisor is responsible for leading internal and external Technical Support teams. Establish and lead call center best practices to ensure client satisfaction and operational efficiency. Train new and existing team members on product, best practices, documentation procedures and customer service. Lead by example with a never give up attitude and technical problem-solving skills. Work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.
Responsibilities
• Manage call center best practices.• Recognize areas for improvement and develop action plans to present to management.• Manage the Tech Support team’s work and on-call schedules and rotations.• Approve hourly employee timesheets.• Coordinate and facilitate customer service training for Technical Support team.• Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.• Document workflow and work procedures; establish and monitor department KPI’s.• Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.• Coordinate with Management and Project Management on bug fixes and testing.• Troubleshoot technical support issues which may range from networking, computer hardware, and computer software.• Act as an escalation point for other Tech Support members on all issues before escalating issues (internet, power, electrical, and operator error issues) to management.• Provide end-user training on system functions via internet and classroom.• Serve as backup to on-call members.• Other duties as assigned.
Qualifications
Education and Formal Training:
• Bachelor’s degree.
Experience:
• LAN & Operating Systems Knowledge.• 5 years’ experience in Tech Support, Customer Service or Help Desk.• Minimum 3 years’ experience using Salesforce Service Cloud• Minimum 3 years’ experience with contact center analytics and reporting tools.• Understanding of workforce management principles, including schedule adherence, shrinkage, occupancy and forecasting. Experience using a WFM tool a plus.• Minimum 3 years’ experience with Quality Assurance tools, demonstrated experience in reviewing and evaluating support calls for quality assurance purposes. Ability to assess agent performance based on tone, technical accuracy, adherence to scripts or procedures, and overall customer experience• Prior experience in a team lead or supervisory role leading people and technical support teams. • Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.• Proficient with Microsoft Office Suite or related software.
Materials and Equipment Used:
• Office Equipment and CRM/SAP System
Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.
We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.
EEO Statement
Equal Opportunity Employer
Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
#LI-onsite
#IND2
