Technical Support Supervisor

Job Description

We are seeking a Technical Support Supervisor to oversee a team responsible for providing exceptional technical support services. The ideal candidate will excel in managing support personnel, driving performance metrics, and ensuring customer satisfaction.

Responsibilities

• Lead the technical support team to achieve departmental goals.
• Provide constructive feedback and evaluation to team members.
• Create and maintain documentation for support processes.
• Coordinate with IT for system improvements and upgrades.
• Implement customer feedback mechanisms to enhance service delivery.
• Participate in hiring and training new support staff.
• Analyze support data to identify areas for improvement.
• Ensure compliance with company policies and procedures.

Requirements

Education

• Higher diploma or degree in IT or a related field
• Management training is a plus

Experience

• 5+ years in technical support roles

Technical Skills

• CRM Software Proficiency
• Remote Support Tools

Soft Skills

• Empathy
• Adaptability

Certifications

• Microsoft Certified: Azure Fundamentals
• Certified Support Manager

Languages

• English: Fluent

Advantageous

• Knowledge of IT Security Practices: Understanding of security protocols and best practices in IT.
• Experience in Service Level Agreements (SLAs): Familiarity with managing and meeting SLAs in support operations.

Benefits

• Comprehensive health insurance plans
• Annual performance bonuses
• Generous leave policy including sick leave and vacation
• Access to training and certifications
• Work-life balance initiatives

Company Culture

• Continuous Improvement: Our employees are encouraged to pursue personal and professional growth.
• Inclusivity: We are committed to creating a diverse and inclusive workplace.