Technical Support Supervisor

The Technical Support Supervisor provides general supervision and product/service guidance to staff to ensure departmental goals and objectives are achieved.

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.

* Accept and benefit from constructive feedback.

* Demonstrates excellent attendance and is flexible with overtime.

Responsibilities:

* Provides day-to-day supervision of the Technical Support Department.

* Monitors and supervises customer on-hold times and ensures those times meet or exceed our daily goals.

* Develops processes that improve efficiency and accuracy in troubleshooting and solving customer issues.

* Facilitate and schedule weekly team meetings to align expectations, discuss improvements, and share successes.

* Track department performance daily and provide manager with weekly report on critical metrics.

* Reviews technician call transcripts in CRM software for quality and accuracy.

* Accomplishes department goals by planning, coaching, counseling, and disciplining employees.

* Maintains and adjusts department schedule to ensure the call center is covered at all times.

* Conducts employee performance reviews and consistently provides 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. Job duties are subject to change as directed by management.

Apply your talent. Make a difference. Enjoy the rewards.

EOE/Vet/Disabled