Technical Support Supervisor

hace 2 días

Guadalajara Mexico Metropolitan Area PowerSchool A tiempo completo

This position, under the general direction of the manager, supervises employees that provide technical support for our award-winning K-12 software systems. This position ensures that our employees provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction. This position requires the employee to become proficient with all aspects of the application software functionality in order to accurately analyze, triage, troubleshoot, diagnose, and resolve software or system related issues. This position will interact with customers via multiple channels including voice and/or written digital communication and will respond to the various customer concerns including resolving technical issues. Additionally, this position will be responsible for the development of employees and driving results.

Essential duties and responsibilities:

  • Provides direct supervision to individual contributors, active as an advisor to the team and ensuring adherence to established policies
  • Works on assignments requiring considerable judgment and initiative, and is responsible for recommending changes to unit policies and procedures
  • Monitors and drives all performance goals
  • Addresses any customer satisfaction issues
  • Coaches and develops employees
  • Participates in hiring of new team members
  • Performs any HR related administrative tasks
  • Leads regular staff meetings, conducts regular employee one-on-one sessions, and annual reviews
  • Addresses any performance management issues with employees
  • Works with direct reports to understand and prioritize product issues
  • All other duties as assigned

Qualifications include:

  • 4-6 years prior experience in a technical support role ideally in a Saas Software company
  • Immersed in digital AI technologies and automation platforms
  • Fully versed in software development lifecycle (SDLC)
  • Proficient in Microsoft Office Suite
  • Salesforce or other CRM experience required
  • Excellent attention to detail and time management skills
  • Excellent oral and written communication skills
  • Excellent customer service and conflict resolution skills
  • Superior troubleshooting and analytical skills
  • Ability to mentor and coach employees
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Able to prioritize multiple complex concurrent tasks
  • Capable of driving operational excellence in a contact center environment to maintain or improve SLA's
  • Bachelor's degree or equivalent experience

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