Technical Support Supervisor

Surf Internet•La Porte, IN

9d•$54,000 - $60,000•Onsite

About The Position

The Technical Support Supervisor oversees the daily operations and performance of the Tier 1 Technical Support team. This leadership role is responsible for ensuring efficient resolution of technical issues, maintaining high service standards, and delivering exceptional customer experience. The Supervisor provides coaching, operational oversight, and process improvements while working closely with the Technical Support Manager and cross-functional teams.

Requirements

Reports to the LaPorte office.
Minimum 4+ years of technical support experience, including leadership or supervisory experience, preferably in a call center environment.
Strong knowledge of networking, internet technologies, and troubleshooting methodologies.
Proven leadership, communication, and team management skills.
Strong analytical and problem-solving abilities.
Experience with CRM platforms and support ticketing systems.
Ability to manage multiple priorities in a fast-paced environment.
Flexible schedule with the possibility of evening or weekend support when needed.

Responsibilities

Supervise and lead a team of Tier 1 Technical Support representatives, providing guidance, first-level coaching, and performance feedback.
Conduct regular coaching sessions and support employee development to improve technical skills, service quality, and team performance.
Review and approve employee timecards, ensuring accuracy and compliance with company policies.
Assist in managing team schedules, attendance, and daily staffing needs to ensure proper shift coverage.
Oversee daily support operations to ensure service level agreements (SLAs), response times, and resolution targets are met.
Monitor ticket queues, workload distribution, and escalations to maintain efficient support coverage.
Serve as the first level escalation point for complex technical issues and customer concerns.
Monitor employee performance and provide recommendations regarding performance improvement, disciplinary actions, and employee development.
Analyze support metrics and KPIs to identify trends and drive improvements in team performance and service quality.
Work with the Technical Support Manager to develop and implement training programs and professional development opportunities for staff.
Identify opportunities to improve support processes, documentation, and workflows.
Collaborate with cross-functional teams to address recurring issues and improve product performance.
Assist with recruiting, interviewing, hiring, and onboarding new technical support staff.
Foster a collaborative and accountable team environment focused on customer satisfaction and continuous improvement.
Participate in after-hours escalation support as needed.
Perform other duties and projects as assigned.