Technical Support Supervisor

Audio Enhancement•West Jordan, UT

12h•Onsite

About The Position

At Audio Enhancement, we help empower learning in the classroom every day. We believe in what we do, and how we do it. We take care of each other, exceed our customers’ expectations, and build success through partnership, friendship, and trust—with our team members, partners, and customers. Team members who work hard, pursue excellence, and have a positive attitude can expect to grow with us as we grow. At Audio Enhancement, we’re looking for “lifers”—members of our Audio Enhancement family who believe in our mission, share our passion, and want to spend their careers making a difference in education. This in-office hourly administrative position provides daily supervision of Audio Enhancement’s Technical Support team in West Jordan, Utah, ensuring a high level of efficiency and measurable successful support for customers. This includes onboarding, scheduling, operation, performance assessment, training, and daily personnel issues. This person will be the primary contact for the team at the West Jordan location. This position reports directly to the Manager of Technical Support in Utah. Successful candidates will have outstanding human relationship and management skills, and a customer first attitude. Organizational and leadership skills, including strong troubleshooting skills, are a must.

Requirements

Previous experience in a technical support role, with at least 1 year of related leadership experience.
Previous experience with Salesforce.
Ability to supervise day-to-day operation of the Technical Support staff: Monitor and guide daily work performance, including the provision of timely feedback.
Ownership of escalations from Tech Support agents.
Motivation of staff and maintenance of a positive collaborative team environment.
Ability to establish personal and professional relationships, gaining the respect and confidence of tech support staff, and others throughout the company.
Intentionally develops staff skills and guides performance direction and level, including the ability to have crucial conversations.
Ability to delegate effectively.
Ability to understand and successfully process all levels of tech support questions.
Ability to understand and evaluate customer concerns and escalate as required.
Be technically inclined, with an emphasis on audio, video, and networking.
Exemplary communication skills in working with internal and external parties.
Proven ability to successfully develop and manage positive customer relationships.
Demonstrates exceptional level of influential leadership abilities.
Fosters a professional work environment through high expectations and personal example.
Professional in character, punctual, reliable, honest, and flexible.
Exemplifies strong organizational skills, including superior levels of writing and editing skills.
Proven data-driven decision-making skills using KPIs and related metrics, including the ability to make independent decisions in a team environment.
Successfully supports and achieves departmental goals, projects, and initiatives.

Nice To Haves

Experience with computer networking and server administration is preferred.

Responsibilities

Supervises all Utah Tech Support agents on a daily basis
Functions as the main point of contact for the Utah Tech Support team.
Works collaboratively with the Tech Support Manager and staff to develop, document, implement, and guide necessary training programs.
Seeks for and provides appropriate resources to foster professional growth of staff in both technical and customer service skills.
Plans strategically with the Tech Support Manager to develop and guide departmental goals and achievements.
Uses KPI data to produce positive results among staff.
Understands and executes the mission and goals of Audio Enhancement.
Become familiar with all Audio Enhancement equipment.
Ensures staff members complete all required training courses.
Uses Salesforce to monitor and guide daily staff performance
Perform regular audits of tickets and staff performance.
Learn to navigate Paylocity.
Provides regular reports to Tech Support Manager regarding staff attendance and scheduling.
Provides guidance to Tech Support agents concerning escalated cases.
Takes customer calls when needed.
De-escalation and resolution of customer concerns.
Continues to seek opportunities for self-improvement and professional progress.
Ensures that agent’s scheduled calls occur as expected.