Technical Support Supervisor

DescriptionBe one of the first applicants, read the complete overview of the role below, then send your application for consideration.3SI, CovertTrack, Wren Solutions and Edge 360 are four leading organizations in the security industry, who have joined forces with the mission to help create a #SaferWorld. Retailers, Financial Institutions, and Law Enforcement agencies look to us for solutions to offset the threat of high-value or volume asset theft, the victimization of repeat crimes, and the safety of employees, customers, and the overall community at large.Leveraging over 90 years of combined safety and security expertise, we offer an unparalleled suite of services and technologies encompassing deterrence, detection, and live asset tracking, resulting in apprehensions and convictions. This offering is backed by innovation and design-build capabilities for seamless integration.Our unique solutions and trusted partnerships are embraced by over 10,200 law enforcement agencies, delivering crime intelligence directly to first responders and investigators for swift results to arrest and stop crime. By assisting police in apprehending and convicting dangerous offenders and taking them off the street, we help the community move towards becoming a #SaferWorld.We're looking for a Tech Support Supervisor to join our team! This role is responsible for the supervision of daily operations of the Technical Support Team. This includes, but is not limited to: providing guidance and coaching to the staff, improving internal and external customer experiences, managing work volumes, taking lead on critical departmental projects, handling escalated issues, and partnering with department leadership to ensure world-class support. The Technical Support Supervisor will use their technical and leadership expertise to develop and evolve processes and procedures and ensure an optimal workflow within the department. Success in this role will be based on the success of the department, ensuring optimal efficiency and success with team projects, tasks, and KPIs.Primary ResponsibilitiesRoutinely provide mentorship, guidance and coaching to the Technical Support Staff, including documentation of observed behavior and performance.Taking lead and reporting on Technical Support projects, support escalations, and department initiatives.Present actionable insights and strategic recommendations to the Product and Engineering teams in meeting settings.Creation and upkeep of department resources, including process and procedure documents. (SharePoint experience desired)Professionalism during regular interactions with customers, team members, product and engineering, sales associates, executive management and others as needed.Leading by example and possessing a high level of knowledge and understanding of 3SI product offerings and systems.Perform all additional responsibilities as assigned by management.Knowledge, Skills, and AbilitiesStrong personnel and time management skills with excellent verbal and written communications skills.Able to multitask efficiently and consult on complex support issues and processes.Proven ability to successfully manage technical projects. (Experience with project management tools a plus)Experience working within a software help desk environment. (Zendesk experience strongly desired)Proficient with Microsoft Office Suite/Office 360.Superior team-oriented attitude and desire to lead with integrity, and the ability to embrace new ways of delivering services.Excellent customer and departmental escalation management skills.Ability to host internal and external meetings effectively, with technical and non-technical subject matters.QualificationsBachelor's degree in Computer Science or related field. (or equivalent industry experience).3-5 years of professional experience in a relevant customer-facing technical support role.1-3 years of leadership experience of a customer-facing support department.Strong technical aptitude with the ability to traverse complicated technical communications and scenarios.Additional CommentsThis is a hybrid role, with the office based out of Malvern, PA.Will work an average of 1 day per week in-office.Additional in-office days may be required during initial trainings and future meetings.#J-18808-Ljbffr

Created: 2024-11-05