Technical Supervisor (Bilingual Required)

Summary

The Technical Supervisor is accountable for the performance and general operation of her/his team of employees. The Technical Supervisor works closely with her/his peers as well as leadership across teams to ensure appropriate service delivery to customer accounts. They are responsible for understanding all technical aspects of the desk and ensuring technical knowledge and expertise is maintained at a superior level. 

MUST be fluent in English and Spanish

Hourly rate: $20-22/HR Depending on experience

Benefits: 401K, PTO, Sick leave, Medical, Dental, and Vision. 

100% Remote position. 

This position is full-time. Days and hours of work may vary. Weekend shifts may be required based on volume and coverage needs. Availability to answer an occasional question on weekends may be required.

Remote applicable in the following states: Arizona, Arkansas, Florida, Georgia, Idaho, Illinois, Indiana, Minnesota, Montana, Nevada, New York, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, or Wisconsin.

Essential Duties and Responsibilities
The essential duties and responsibilities can include the following. However, other duties may be
assigned.

• Responsible for receiving and understanding communication of technology updates and for distribution to the team
• Conduct weekly and/or monthly one on one meetings to focus on coaching and development of direct reports including the technical skill level
• Leverage company resources in the coaching and development process
• Communicate employee performance statics daily or in one on ones and provide appropriate feedback to ensure employees are meeting expected performance standards
• Communicate established policies and procedures to ensure compliance and answer questions as needed
• Monitor quality of cases and provide direct reports feedback based CSAT, phone and ticket review programs.
• Daily and weekly review of assigned associate submitted work time and exception reporting
• Monitor client SLA (Service Level Agreement) measurements to achieve or exceed expected performance levels
• Actively work with other team members to improve communications, continuity, and teamwork
• Maintain a positive team attitude and build good working relationships with associates at all levels
• Work with Operations Manager to set goals on assigned responsibilities and review weekly/monthly
• Assist Operations Manager on special projects as assigned
• Conduct weekly Quality Reviews – minimum 1 ticket review per associate per week
• Complete 2 customer contacts per week
• Review assigned associate performance against individual and team performance targets as measured by weekly and monthly operations reporting tools
• Assist team in servicing customer accounts by spending up to 50% of time on the phone depending on the help desk needs

Supervisory Responsibility

• Directly supervise employees
• Plan, assign and direct work of Technical Support Professionals 
• Coach and develop team which includes performance management
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Interview, hire, and train employees

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Capacity – Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems
• Ownership —Demonstrates the willingness to take ownership of issues through resolution and takes initiative to follow up to ensure completeness and understanding
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions
• Multi-tasking – Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering with several chat windows at the same time
• Customer/Client Focus - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance
• Communication – Speaks clearly and concisely using proper grammar in both oral and written communication
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through on commitments
• Results Orientation - Focuses on the desired result of one’s own work, setting challenging goals, putting effort on the goals, and meeting or exceeding them even when under pressure
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others;

Qualifications
Required:

• High school diploma or equivalent
• Must be fluent in English and Spanish
• Strong communication skills
• Demonstrated technical aptitude
• Experience working independently and as part of a team
• Wired Internet connection (cable/broadband)- WIFI is not permitted or supported on the provided work equipment.
  • Internet Service Speed Minimum: 20 mbps download / 5 mbps upload
• Distraction free work environment. Whether it’s your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise. 
• 3-5 years in a customer service/help desk related role
• Previous supervisory experience

Preferred: 

• Bachelor's Degree

Things You Will Love:

• Peer/management above and beyond, birthday, and work anniversary rewards using Bonusly! 
• We provide all equipment (PC/Monitors/Headset/Mouse+Keyboard).

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