Technical Support Supervisor

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.
• Accepts and benefits from constructive feedback.
• Demonstrates excellent attendance and is flexible with overtime.

Responsibilities

• Provides day-to-day supervision of the Technical Support Department.
• Makes sure customer on-hold times meet or exceed our daily goals.
• Develops processes that improve efficiency and accuracy in troubleshooting and solving customer issues.
• Schedules and facilitates weekly team meetings to align expectations, discuss improvements, and share successes.
• Tracks department performance daily and provides a weekly report on critical metrics.
• Reviews technician call transcripts in CRM software for quality and accuracy.
• Plans, coaches, counsels, and disciplines employees.
• Maintains and adjusts department schedule to ensure the call center is covered at all times.
• Conducts employee performance reviews and provides consistent feedback on job performance.
• Assists Technical Support Reps as needed, with the goal of taking care of the customer fast.
• Answers Technical Support calls as needed to prevent long customer on-hold times.
• Maintains an open environment that encourages team member participation in process improvements and problem resolution.
• Escalates customer reported issues when needed and follows ECI process.
• Observes company policies and contributes to team effort.
• Performs other duties as assigned.

Benefits

• Onsite medical clinic for employee, spouse and family members, 18 and under living at home;
• Medical, Dental;
• 401k;
• Life Insurance;
• Short and Long Term Disability;
• paid vacation/holidays;
• plus some not so usual benefits like free security system, free UPS shipping, so you don't have to worry about self or family.