Tier 3 Technical Support Supervisor

Velocitor Solutions
Charlotte, NC Full Time
POSTED ON 6/16/2024 CLOSED ON 7/14/2024

What are the responsibilities and job description for the Tier 3 Technical Support Supervisor position at Velocitor Solutions?

We are seeking a dynamic Tier-3 Technical Supervisor to lead our support team in efficiently resolving escalated technical and non-technical issues while maximizing team performance. The ideal candidate will possess strong leadership skills, a hands-on approach to problem-solving, and a deep understanding of software code and database modifications. With a focus on ensuring issues are addressed within the support team's capabilities and only escalated when necessary, this role plays a pivotal role in maintaining seamless support operations.
Summary of Position:
The Tier-3 Technical Supervisor will supervise the handling of escalated technical issues as well as non-technical issues and all people-related activities to ensure the maximum performance of all support team members. Ensure all issues are handled in support and only escalated when a developer is needed to fix code in the software or database modifications. It is expected for the Tier-3 Technical Supervisor to be hands on handling escalations alongside the team.
Responsibilities:
Tier-3 Technical Support Supervisor
  • Oversee all people-related activities including overall day-to-day operations, performance reviews, compensation reviews, career management and goal setting for all assigned employees in partnership with Human Resources.
  • Ensure all support issues are handled in support. Understanding any issues that are escalated outside of support and work to prevent future instances.
  • Work closely with Quality Assurance and Project Services teams and leadership. Ensuring Tier 1, Tier 2 and supervisors are aware of any software changes.
  • Ensure technical and non-technical training is coordinated for all support specialists and facilitate training, as needed.
  • Ensure that voice of the customer feedback is provided to the project services team for future product enhancements.
  • Provide ongoing coaching and resolution of technical and non-technical issues including employee relations issues, client feedback and management feedback.
  • Development and utilization of SQL queries for technical investigation. Review log files for relevant troubleshooting information.
  • Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
  • Documenting internal department interactions in JIRA Client Portal
  • Identify defect trends and recommend process improvements.
  • Directly reduce the number of production issues that are escalated to development.
  • Available to be on call during non-business hours on a rotational basis
Education, Experience and Skills Required:
  • Previous management experience in a Call Center or Help-Desk environment or equivalent professional environment.
  • Bachelor’s Degree in Computer Science, Information Systems or related experience.
  • 10 years’ experience in a Tier-2 (or higher) application support environment.
  • 10 years’ experience working in SQL environments, specifically working with queries of existing databases.
  • Ability to analyze performance metrics and execute upon recommendations and solutions to maximize performance of staff members.
  • Proven experience with text editors/log viewing tools.
  • Ability to multi-task within a dynamic environment.
  • Highly detail oriented.
  • Combination of business acumen and technical skills
  • Ability to interact with all levels within the organization.
  • Development background/training a plus.
  • Experience with Fleet Solutions and Mobile Applications a plus
Working conditions:
  • In Office
  • Rotation of on-call for after hour/weekend escalations.
  • Although this position generally works regular office hours, after hours and weekend work is required based on project and client needs.
  • This position will be provided a desktop, laptop and company phone
  • Dress is business casual
  • Occasional travel may be required (less than 5%)
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