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%)
Technical Support (Equipment)
5th HQ -
Charlotte, NC
HANDYMAN TECHNICAL SUPPORT
ABCO Facility Maintenance -
Matthews, NC
Compumedics Technical Support Analyst
Compumedics -
Charlotte, NC