Hybrid Technical Support Supervisor - Contact Center chez Aureon

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• People Management:
  • Monitor and evaluate performance of staff members including writing and conducting performance reviews, setting employee objectives, identifying areas of improvement, coaching and motivating employees toward success, and solving problems arising with employee work habits and communication.
  • Assign tasks, schedule coverage of other activities, and prioritize time and skills to ensure proper handling of customer interactions.
  • Coordinate with Workforce Management to implement scheduling recommendations during peak periods or as needed to optimize productivity.
  • Assist team members in improving technical support skills, ensuring efficient and accurate resolution of customer’s issues to improve the overall customer experience.
  • Provide technical guidance and troubleshooting support to team members.
• Client Management:
  • Assist in monitoring team performance to support service level agreements, ensure timely resolution, and maintain high standards of client satisfaction.
  • Maintain a strong understanding of the client’s products, services, and technical infrastructure.
  • Resolve escalated support issues.
  • Assist in analyzing data and reporting provided by Business Analysts to identify trends and manage solutions to support and improve agent performance.
• Process Management:
  • Identify, document, train, and communicate procedural updates to the teams.
  • Provide feedback on support issues, resolutions, or suggestion to immediate Manager.
  • Provide recommendations for tactical operational improvements to Contact Center management team.
• Attend company, client, and management meetings as requested and collaborate effectively with peers.
• Additional duties as assigned.

EDUCATION, TRAINING, AND EXPERIENCE:

Required

• High School Diploma or equivalent
• 2-3 years of experience in technical support

Preferred

• Associates or two-year degree (or work equivalent) in business or people management
• Leadership role in a technical field
• Prior experience as a technical support representative

REQUIRED SKILLS:

• Strong understanding of computer hardware and software, networking concepts, and troubleshooting techniques.
• Proficient knowledge of call center principles, client expectations, products, policies, and procedures.
• Ability to analyze complex technical problems and develop effective solutions.
• Strong ability to interpret call center metrics and use data to identify areas of improvement.
• Excellent communication skills, both written and verbal, to effectively interact with clients, team members, management and peers.
• Proficient leadership, conflict resolution, and problem-solving skills with a focus on delivering exceptional customer experiences.
• Strong organizational, prioritization, and multi-tasking skills.
• Ability to motivate, coach, and mentor a team of employees.

TOOLS, EQUIPMENT, AND SOFTWARE:

• Knowledge of workforce performance tools
• Must be able to proficiently operate Windows PC with MS Office and MS Outlook
• Familiar use with Customer Relationship Management (CRM) systems or other relevant software

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Primarily indoor work in an office environment requiring long periods of sitting
• Frequent utilization of manual dexterity and visualizing of a computer screen
• No unusual physical requirements