Sup, Technical Support

Position Overview

Provide support to entire field of kiosks through CRM tools via phone, email, and portal. The MS Supervisor fields and resolves escalated issues. They are responsible for critical decision making to ensure for technical/customer satisfaction and supports other Support Services teams within Operations. In addition, the MS Supervisor monitors queues and mentors their agents.

Key Responsibilities

Coach and provide feedback for agent improvement

Hire, train, monitor, coach, and motivate agents

Ensure the team achieves all company goals and service levels

Identify key areas of improvement in staffing and processes

Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support

Education & Experience

High school diploma or GED required; additional technical certification required

3+ years of customer service experience to include help desk or technical support experience required

1+ years experience in management role

Experience with CRM software and technical documentation preferred

Knowledge, Skills & Abilities

Ability to motivate, support, coach and develop multiple agents

Provides feedback on team performance to management

Improves processes and compose process documents.

Multitasks, and works closely with other departments to improve customer experience

Compensation range: $29.14/hr - $35.62/hr