Technical Support Supervisor
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. The role is focused on supporting team performance, maintaining efficient daily operations, and ensuring a positive experience for both customers and team members. This position reports directly to the Manager of Technical Support in Utah.
Requirements
- Previous experience in a technical support role, with at least 1 year of related leadership experience.
- Familiarity with Salesforce or similar ticketing systems.
- Ability to coach and support team members in a fast-paced environment
- 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.
- Able to manage multiple priorities
- Exemplifies strong organizational skills, including superior levels of writing and editing skills.
- Professional in character, punctual, reliable, honest, and flexible.
Responsibilities
- Supervises all Utah Tech Support agents on a daily basis from 9:30 am. To 6:00 p.m. MDT, with initial training shift being from 8:00 a.m. to 5:00 p.m. MDT.
- Uses Salesforce and other tools to track and guide team activity and performance
- Functions as the main point of contact for the Utah Tech Support team.
- Assists with scheduling and ensuring coverage aligns with support needs
- Supports onboarding and training of new team members
- Reviews support tickets for quality and consistency
- Supports escalation handling and work with leadership on resolutions
- Takes customer calls or assist with cases as needed
- Promote a positive, collaborative, and team-focused work environment
Benefits
- medical insurance
- dental insurance
- vision insurance
- Employer-funded Health Savings Account (HSA)
- Paid Time Off (PTO)
- paid holidays
- Employer-funded Short Term Disability Insurance
- Employer-funded Life Insurance
- matching 401k
- exercise room
- massage chair
- soda fountain
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
