Tech Support Supervisor

Sonny's Enterprises•Tamarac, FL

23h

About The Position

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us. The Tech Support Supervisor will supervise an internal Technical Support team/Help Desk. Maintain and continuously improve call center best practices to ensure client satisfaction and operational efficiency. Train new and existing team members on best practices, customer service, documentation procedures and phone etiquette. Lead by example with a never give up attitude. Work directly with clients regarding use of the software and issue escalation to ensure outstanding customer service.

Requirements

Degree required or in pursuit
Tech Support, Customer Service or Help Desk Experience required
Knowledge of Point of Sale Systems
Management experience

Responsibilities

Manage call center best practices.
Recognize areas for improvement and develop action plans to present to management.
Manage the Tech Support team’s work schedules and rotations.
Approve hourly employee’s time sheets.
Manage and schedule on-call rotation.
Serve as a backup to on-call members.
Responsible for Technical Support team customer service training.
Develop and maintain technical operation manuals, parts lists, repair guides, troubleshooting guides and training materials.
Document workflow and work procedures.
Report to and work with management to periodically review and analyze service issues, trends, new technologies and costs.
Coordinate with Management and Project Management on bug fixes and testing.
Troubleshoot technical support issues which may range from networking, computer hardware, computer software Act as an escalation point for other Tech Support members on all issues before escalating issue to management, Internet, power, electrical and operator error issues.
Provide end user training on system functions via Internet and classroom.
Other duties as assigned.