Technical Support Shift Supervisor

The Technical Support Supervisor is responsible for maintaining, engaging, assisting, and monitoring the call queue for both the Technical Support/Solution team members. The Technical Support Supervisor will work closely with leadership to ensure that the team meets and exceeds customer expectations.

A successful candidate must be able to:

• Manage time as efficiently as possible for the Technical Support/Solutions teams.

• Complete all previous duties while supervising a team during the extended shift.

• Monitor the team's performance metrics and provide feedback to team members to better assist them with providing high-quality technical assistance.

• Work closely with leadership to identify areas for improvement and implement changes as needed.

• Escalate complex issues to leadership as necessary.

• Actively engaging in the call queue as well as assisting other team members.

• Assist, track, and report T2 tickets/audits.

• Meet and exceed customer expectations.

• Responsible for closing and securing entry points to the building at the end of the shift.

• All other duties as assigned.

A successful candidate will demonstrate:

• A deep understanding of technology and the ability to troubleshoot hardware and software issues effectively.

• The ability to communicate effectively with customers, team members, and management, both verbally and in writing.

• The ability to analyze complex technical issues and develop effective solutions.

• The ability to lead teams effectively, provide feedback, and coach them to achieve their goals.

• The willingness to learn and improve skills, processes, and procedures, and the ability to implement changes to improve team performance and customer satisfaction.

Qualifications:

• Background in the Technical Support/Solutions department

• Must be in good standing in their current position

• Experience with troubleshooting hardware and software issues

Physical Requirements:

This position may require the ability to perform tasks that involve sitting, standing, walking, lifting, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodations.

EG4 Electronics Perks:

• Medical.
• Dental.
• Vision.
• Supplemental life.
• PTO.
• Company-branded merchandise.
• Community events.
• Company-funded continued education opportunities.
• Discounts and perks through locally owned businesses.

EEO Statement: