Technical Support Supervisor

Prendio•Burlington, MA

17h•$65,000 - $78,000•Hybrid

About The Position

The Technical Support Supervisor is responsible for supervising a team of Technical Support Specialists, as well as troubleshooting and overseeing tickets for multiple clients.

Requirements

3+ years of customer service or technical support experience, preferably in a leadership position
Must be a dependable, flexible, decisive, and consistent leader with a positive attitude
Great attention to detail and problem-solving skills
The ability to prioritize and handle multiple tasks in a fast-paced environment
Strong communication skills, with the ability to interact professionally with clients, vendors, and all internal employees
General knowledge of Prendio software and BioProcure services
Experience with Reporting software, HubSpot, Jira, Confluence, SQL, XML, and JSON is helpful but not required

Responsibilities

Oversee incoming technical support tickets by assuring timely response, categorizing problems, and managing backlog
Provide guidance and mentorship to the Tech Support Specialists on handling complex technical problems, customer escalations, problem solving skills, and documenting ticket work
Coordinate with the Tech Support Manager on the review of metrics and reports in HubSpot and Jira
Schedule weekly huddles with Tech Support Team to discuss team performance metrics, operational updates, and ticket handling
Regularly meet with direct reports, also providing them with performance reviews every six months
Coordinate training for newly hired Tech Support Specialists, checking in for 30 and 90-day reviews
Document employee performance problems, presenting verbal and written warnings, involving management and HR when necessary
Collaborate with Tech Support Manager and engineering teams to triage and prioritize work on bugs and enhancement requests
Coordinate team needs for training, tooling, personnel, and career development with Tech Support Manager
Help collaborate on Client Success workflows with adjacent teams, including Customer Service, Account Management, and Implementation
Occasionally assist the engineering and QA team with questions about testing bug fixes
Perform other duties as assigned

Benefits

Blue Cross Blue Shield Health Insurance – 100% of employee premiums paid
BCBS Dental insurance – 100% of employee premiums paid
VSP Vision Coverage – 100% of employee premiums paid
Flexible Spending Account – Healthcare & Dependent Care
Health Savings Account
401K/Roth 401k with generous company match
Paid holidays
Paid vacation
Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance and more
3 extra personal days a year
Your birthday off
Flexibility to work from home 1 or more days per week (training will be on-site 100% for the first 30 days of training)
Standing Desks
Regular catered lunches
Work sponsored social clubs and activities
Quarterly employee appreciation events
Full kitchen stocked with snacks and coffee
Unique and beautiful office space