Supervisor I, Tier 2 Support

RealPage, Inc.•Richardson, TX

1d•$50,500 - $85,900

About The Position

A Tier 2 supervisor, reporting directly to the Senior Manager over customer operations, oversees a team of Tier 2 agents. (5+ Agents) Their responsibilities include providing training, coaching, and support to ensure agents possess the necessary skills. They monitor performance through quality assurance measures and manage escalations and complex issues. The supervisor sets performance targets, allocates resources effectively, and assists in problem-solving and communication between teams. They analyze team performance metrics, facilitate team development, and ensure adherence to company policies and procedures. Additionally, they conduct initial and ongoing training sessions, knowledge checks, and provide access to resources for continuous learning and development among agents.

Requirements

Associate degree or equivalent preferred
Minimum 1 year of supervisory experience in a similar role
Minimum 1 year of technical support experience
Minimum 1 year of customer service experience
Ability to travel at least once a year for leadership meetings, department meetings, and team-building activities.
Proficiency in remotely troubleshooting wireless access points, modems, switches, smart TVs, video equipment, Smartbox distribution systems, and various other remote systems, including familiarity with SSID, BSSID, and VLAN configurations.
Experience in locating IP and MAC addresses.
Familiarity with tools such as Putty, SSH, and Telnet for system administration.
Concrete examples of processes improvement on help desk operations

Responsibilities

Training New Hires and Providing Refresher Trainings, Knowledge Checks, and Knowledge Articles: Conducting initial training for new hires and providing ongoing refresher trainings, knowledge checks, and access to knowledge articles to ensure continuous learning and skill development among Tier 2 agents
Quality Assurance: Monitoring the performance of Tier 2 agents to ensure adherence to company standards, procedures, and service level agreements.
Escalation Management: Handling escalated customer issues or complex technical problems that Tier 2 agents are unable to resolve independently.
Performance Management: Setting performance targets, conducting performance evaluations, and providing feedback to Tier 2 agents to help them improve their performance and achieve their goals.
Resource Management: Allocating resources effectively to ensure optimal coverage and support for customers during peak times or when handling high-priority issues.
Problem Solving: Assisting Tier 2 agents in troubleshooting technical issues, identifying root causes, and implementing solutions to resolve customer problems effectively.
Communication: Serving as a point of contact between Tier 2 agents, other departments, and upper management, facilitating communication and collaboration to ensure smooth operations. Also communication with property managers/vendors/property consultants
Reporting and Analysis: Generating reports on team performance metrics, analyzing trends, and identifying areas for improvement to enhance overall team effectiveness and customer satisfaction.
Team Development: Supporting the professional growth and development of Tier 2 agents through coaching, mentoring, and providing opportunities for skill enhancement or career advancement.
Adherence to Policies and Procedures: Ensuring that Tier 2 agents comply with company policies, procedures, and industry regulations to maintain a high standard of service delivery and customer satisfaction.