Tech Support Supervisor

Job description

General Purpose & Essential Duties: The Tech Support Supervisor provides leadership and direction to Tech Support Specialists on the Customer Operations team related to the repair, maintenance, and support of security equipment. The Tech Support Supervisor is also expected to coach, mentor, train and oversee the team to ensure that our policies and procedures are adhered to and carried out successfully. This supervisor will also be expected to work very closely with our technical field services, sales, installation, and customer operations teams to help promote and sustain cohesiveness and teamwork throughout the company. - Coach, mentor, and evaluate Customer Tech Support Specialists’ individual performance to improve contact handling skills, use of tools, technical systems knowledge, troubleshooting techniques, and communication skills so that they can consistently meet or exceed performance goals. - Lead, develop and motivate a team of technical support specialists to drive first call resolution and minimize technician truck rolls to customer sites. - Manage customer escalations related to their system’s technical support requirements to provide problem solving, de-escalation wh...