Technical Support Supervisor

Chico-based DigitalPath, Inc. is excited to offer the position of a Full-time Technical Support Supervisor. As a Supervisor you will be responsible for complex troubleshooting and support of our most critical technology. If you have the qualifying combination of skills and experience listed below, we want to hear from you!

ABOUT DIGITALPATH, INC.

DigitalPath, Inc. is growing and thriving in the communities of Northern California! We are the leader in providing high-speed internet to thousands of rural customers. We are proud to partner with the State of California, CalFire, AlertWildfire, and other large corporations that are involved in providing both prevention and response technology for California wildfire emergencies. We invite you to review this and other open positions, to contact us with any questions, and to apply!

At DigitalPath we work hard to provide every employee with a supportive work environment that is fulfilling and expresses appreciation. We know that all our employees play a vital role in the company's continued success. The health, wellness, and safety of our employees and the communities we serve is of utmost importance to us.

Supervisory Responsibilities:

• Supports management in the hiring and discipline process of Technical Support Representatives.
• Coordinates training for new employees in the company’s customer and technical support policies, procedures, and best practices.
• Oversees the daily workflow and schedules of Technical Support Representatives.
• Assists management in conducting performance evaluations that are timely and constructive.
• Handles basic employee/people matters in accordance with company policy
  

Duties/Responsibilities:

• Coordinates and assigns work projects such as converting new computer hardware or software.
• Evaluates expanding or enhanced computer operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.
• Provides technical support—identifying, investigating, and resolving users’ problems with computer software and hardware—for problems that are beyond the expertise of Technical Support Representatives.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Collaborates with other employees to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications to computer programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve the department’s procedures and makes recommendations to management or other appropriate staff.
• Develops and communicates department projects and goals.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Knowledge of Wireless Communication equipment in licensed and un-licensed bands ie, Ubiquity, Ceragon, Trango, Dragonwave, Cambium, Ignite, Mimosa, etc.
• Knowledge in configuring and troubleshooting various routers and switches from Cisco, Brocade, Ubiquity and Microtik.
• In depth knowledge of routing protocols, network topology and layout.
• Basic knowledge off Solar powered arrays.
• Provide courteous and professional service while working with Residential and Business customers via phone or email to troubleshoot technical difficulties.
• Utilizing proprietary and 3rd party software systems.

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer communication skills.
• Strong supervisory and leadership skills.
• Strong analytical and problem-solving skills.
• Superior understanding of computer hardware and software systems.
• Excellent time management skills.
• Extensive knowledge of both technical and customer service principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor team members.
• Ability to prioritize tasks and to delegate them when appropriate.
• Proficient with Microsoft Office Suite or related software.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Bachelor’s degree in Computer Science or related field, or equivalent experience, required.
• At least four years of related experience required.
• Previous experience in a supervisory role preferred.

Compensation - Technical Support Supervisor:

This is a full-time non-exempt position. All job offers are contingent upon applicant passing a post-offer pre-employment background check, physical, and drug/alcohol screening. Benefits include: Group Health and Dental insurance, Life Insurance, Vision Reimbursement Program, Free Residential Internet Service (if you reside in the coverage area), 401k, PTO, and Holiday Pay. Part Time employees receive California Paid Sick Leave. All employees have access to our Employee Assistance Program (EAP). Our facilities include an on-site cafeteria with company lunches/parties, and a dedicated game room currently in development.

We look forward to hearing from you! Please submit your resume in response to this posting for consideration.