Tech Support Supervisor

Job Title: Tech Support SupervisorJob Location: Tamarac, FLKey Requirements:Hours of call center:7 days a week7am-10pm hours24 hour emergencyMust have experience managing a call center along with tracking performance.Must be data driven5+ years experience in Tech Support, Customer Service or Help Desk.Prior experience in a team lead or supervisory role leading people and technical support teams.LAN & Operating Systems Knowledge.Knowledge of external Point of Sale Systems and peripherals such as barcode scanners, receipt printers, credit card swipes and touchscreen monitors desired, not required.Proficient with Microsoft Office Suite or related software.Education:Bachelors degree.Overview: The position is more of a role that guides, forecasts, and oversees productivity.Their goal with this role is to track, monitor, address and prevent employees from falling out of compliance.They typically do not have any direct contact with the employees, except for when correcting immediate concerns such as real time metrics.Any data handled when forecasting or pulling data is handed off to leadership to analyze and address. Theyre more of a bridge between the leadership team and the employees.Manager needs a lot of support/has a lot on her plate and this individual will be her right hand.Responsibilities:Manage call center best practices.Recognize areas for improvement and develop action plans to present to management.Manage the Tech Support teams work and on-call schedules and rotations.Approve hourly employee timesheets.Coordinate and facilitate customer service training for Technical Support team.Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.Document workflow and work procedures; establish and monitor department KPIs.Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.Coordinate with Management and Project Management on bug fixes and testing.Troubleshoot technical support issues which may range from networking, computer hardware, and computer software.Act as an escalation point for other Tech Support members on all issues before escalating issues (internet, power, electrical, and operator error issues) to management.Provide end-user training on system functions via the internet and classroom.Serve as backup to on-call members.Other duties as assigned.