Tech Support Supervisor

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 schedules and rotations.
• Approve hourly employee’s time sheets.
• Manage and schedule on-call rotation.
• Serve as a backup to on-call members.
• Responsible for Technical Support team customer service training.
• Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.
• Document workflow and work procedures.
• Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.
• Cook up with Management and Project Management on bug fixes and testing.
• Troubleshoot technical support issues which may range from networking, computer hardware, computer software.
• Act as an escalation point for other Tech Support members on all issues before escalating issue to management, Internet, power, electrical and operator error issues.
• Provide end user training on system functions via Internet and classroom.

Qualifications

• Degree required or in pursuit Tech Support, Customer Service or Help Desk.
• Experience required.
• Knowledge of Point of Sale Systems.
• Management experience.

Benefits

• 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.

Pay

Details about pay are not specified in the job posting.

Schedule

Details about the schedule are not specified in the job posting.