Technical Support Supervisor
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Supervisor of Technical Support role at Routeware, leading customer interactions and support team. Responsible for troubleshooting, mentoring, and ensuring high service quality.
Responsibilities:
- Provide direct, high-quality technical support to customers across our products and services.
- Troubleshoot complex technical issues and serve as an escalation point for team members.
- Maintain deep product knowledge and continuously develop expertise to support evolving technologies.
- Act as a mentor and role model for support team members, sharing best practices and encouraging skill development.
- Provide daily operational oversight, including queue management, case assignment, and issue prioritization.
- Offer coaching, informal training, and constructive feedback to strengthen team performance.
- Monitor support activity and ensure service level agreements (SLAs) and quality standards are met.
- Assist in documenting processes, troubleshooting guides, and knowledge base articles.
- Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements.
- Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership.
Requirements:
- Proven experience in a customer technical support role, with demonstrated success in handling complex technical cases.
- Experience acting as a team lead, mentor, or subject matter expert within a support environment.
- Strong technical aptitude and the ability to quickly learn and apply product knowledge.
- Excellent problem-solving and troubleshooting skills, with a customer-first mindset.
- Effective communicator with the ability to coach peers, collaborate across teams, and interact directly with customers in a professional manner.
- Highly organized, adaptable, and able to balance hands-on casework with team support responsibilities.
- Strong interpersonal skills, including empathy, active listening, and conflict resolution, to foster a positive and supportive team culture.
Benefits:
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
Similar Jobs
Support Technician – Outage Management System
OMS Support Technician providing technical support services to Milsoft customers in a 24/7 support environment. Involves installation, troubleshooting, and maintenance of OMS products.
Technical Support Application Analyst – 24/7
Technical Support Application Analyst providing 24/7 support for company products. Diagnosing, troubleshooting, and resolving software and network issues for customers.
Technical Analyst, HR – Fixed Term Contract
Technical Analyst managing HR technology solutions and optimizing service delivery for efficient operations. Collaborating with IT and stakeholders to improve HR systems and processes.
Hadoop Product Support Engineer
Product Support Engineer at Acceldata responsible for enhancing Hadoop and Spark applications. Collaborating with teams to ensure high performance and reliability in data processing systems.
Product Support Engineer
Support Engineer providing exceptional customer service by diagnosing and resolving technical issues. Collaborating with Engineering and creating documentation for product improvements.
Genesys Cloud Support Engineer
Genesys Cloud Support Engineer providing technical support for TTEC Digital's Genesys platform. Collaborating with clients and teams to ensure exceptional customer experiences.
Support Engineer, SQL Experience
Support Engineer diagnosing SQL-related production issues for a healthcare technology platform. Collaborating with engineering teams to resolve user problems effectively.
Product Technical Support Manager
Product Technical Support Manager overseeing global HVACR technical support initiatives. Leading a team to enhance product reliability and customer satisfaction in HVACR systems.
Technical Support Specialist
Technical Support Specialist providing hands-on IT support for end users across diverse environments. Responsible for troubleshooting and administration of IT systems and user support.
Senior Technical Support Engineer
Technical Support Engineer resolving customer technical issues with the NetDocuments platform. Supporting clients via calls and support cases, ensuring timely resolutions.
Junior Support Analyst
Analista de Suporte Júnior coordinating internet setup and client engagements at Mamtech. Responsible for task validation, service order tracking, and system updates.
Manager, Technical Support – Content Management
Manager leading a team of technical support specialists for content management systems. Overseeing operations, performance, and customer interactions in a remote capacity.
Software Support Engineer
Software Support Engineer bridging senior customer support and engineering teams at ICANotes. Focus on troubleshooting web based software and contributing to bug fixes in behavioral health EHR.
Technical Support Specialist
Technical Support Provider assisting clients with electronic billing software needs. Supporting eligibility verification and patient liability estimator service lines remotely.
Junior Applications Support Engineer
Jr. Applications Support Engineer at GDIT providing operational support for SaaS and on-prem business applications. Collaborating with teams to ensure system performance and user satisfaction.
Business Support Analyst – Talent, Performance & Learning
Business Support Analyst focusing on Talent Management and Learning solutions. Part of the Global HRIS team optimizing Workday Learning and managing talent analytics dashboards.
Technical Support Engineer II – Scores Software Team
Technical Support Engineer working on AWS Cloud environments, troubleshooting analytics software for global clients. Join FICO to enhance decision-making through analytics.
Presales Support Engineer
Presales Support Engineer creating demos and helping clients with their LMS needs. Collaborating with Sales Executives to ensure exceptional client journeys in a remote-first environment.
Support Engineer
Support Engineer at Default providing high-quality technical support across email and Slack. Investigating and troubleshooting issues, collaborating with Engineering and Product teams.
Technical Support Specialist
Technical Support Specialist at Ship.Cars providing support via phone, email, and chat for a logistics platform. Troubleshooting and assisting business clients with technical issues.