Job description

Job Details
Level
Management

Job Location
Minnesota - Saint Louis Park, MN

Remote Type
Optional Work from Home

Position Type
Full Time

Education Level
4 Year Degree

Travel Percentage
None

Job Shift
Day

Job Title: Technical Support Supervisor
Reports To: Support & Onboarding Manager
Supervision: Yes
FLSA Classification: Exempt

Overview
The Technical Support Supervisor ensures clients successfully derive value from Delaget's products and services through the successful execution of day-to-day support, basic one-on-one training, and mentoring. This role will be responsible to ensure policies and procedures meet the needs of our clients. The person in this role will monitor performance goals, handle day to day escalations and provide team member training. They will interact internally and externally to address client needs. They must also be able to consult and lead clients through technical situations.

Responsibilities

• Oversee support agents (Levels 1-3) including staffing, performance management, and scheduling.

• Manage the daily workload of the support team to ensure required service volume and quality levels are met.

• Respond to escalated issues to identify and communicate solutions for complex or critical issues.

• Define, develop and launch the processes and technologies needed to achieve team goals.

• Ensure the delivery of high-quality technical and soft-skills training for direct reports.

• Maintain a deep understanding of Delaget products and services.

• Build and maintain strong one-on-one client relationships via phone, email, and possible on-site engagements.

• Foster internal relationships with other groups to help drive resolution of client and internal support issues and enhancements.

• Continually improve support team processes by leveraging ticket data, client satisfaction scores and internal feedback.

• Other duties and projects as assigned.

Required Qualifications

• 3-5 years of experience as a supervisor or manager in a customer facing, technical setting.

• Track record for building and maintaining great teams.

• Solution oriented leader who demonstrates high energy, positive attitude, with the ability to think creatively on their feet and handle multiple priorities.

• Demonstrates a passion for technology and the ability to coach to technical concepts.

• Strong written and verbal communication skills with the ability to present technical material in an easily understood manner

• Exceptional interpersonal skills, with an ability to demonstrate empathy for employee and customer situations

• Excellent analytical and problem-solving skills.

• Able to adapt and flex schedule to align with business needs and willingness to be accessible by phone after hours.

• Highly proficient in common software applications including administration of support center tools, MS Office Suite, web browser functionality, CRM applications, etc.

Desired Qualifications

• SQL and relational database technology experience

• Software as a Service experience

Specific Requirements

• Must possess the ability to make independent decisions when circumstances warrant action.

• Must be able to handle sensitive and complex issues with a high degree of urgency.

• Stays up to date on all required training

Job Type: Full-time

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