Technical Support Supervisor jobs in Ogden, UT
Technical Support Supervisor leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Being a Technical Support Supervisor possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Additionally, Technical Support Supervisor monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Technical Support Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Technical Support Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Recently Added Technical Support Supervisor jobs
Technical Support Representative
- Juniper Systems
-
Logan, UT
FULL_TIME
-
Technical Support RepresentativeJob SummaryThe Technical Support Representative works as part of the Sales and Marketing team to deliver outstanding technical support for our customers, based on the first maxim of the company: “We serve our customers and fellow employees with trust, love and respect, and active support, and expect the same in return”.The job consists of taking incoming technical support inquiries from customers. The Representative will listen, then analyze, troubleshoot, and resolve issues for customers, and document customer inquiries, responses, and recommended resolutions in the Technical Support database. The Representative may be required to respond to direct calls, emails, or messaging services. Issues may exceed the ability of the Technical Support Representative to respond with a resolution, which may be escalated to the next Tier of support. Representative will ensure that escalated issues are addressed to the customer’s satisfaction, including follow-up to with customers. Resolution may include remote troubleshooting or configuration of a customer’s equipment for issue resolution or to educate the customers. Additional tasks may include validation of service inquiries and RMAs, submission of issue (Bug/Feature) requests to Engineering or Product Management and assisting in documentation of issue resolution for the product knowledgebase. Position may also involve some sales activities; including recommending products and/or services, and accessories to support the customer.Primary individual responsibilities for this position fit into the following categories with approximate time allocation and may differ depending on current needs:
- Responding to Technical Support inquires, calls and emails (70%)
- Validation and assistance with RMAs (20%)
- Sales and recommendations for additional products and services (10%)
Job Duties and Responsibilities- Ensure a positive experience for the customer
- Responds to customer support inquires via telephone, email, or direct messaging, and provides recommended best practice resolution to issues.
- Documents support issues, responses and resolutions in the Technical Support database.
- Escalates issues to next Tier of Technical Support where appropriate. Follows up with escalated issues to ensure resolution.
- Interacts and coordinates with other departments to resolve customer technical issues.
- Submits documentation of unresolved issues or requests in the appropriate Feature/Bug request database.
- Performs Service RMA (Return Merchandise Authorization) validations and assists customers in completion of RMA applications.
- Reviews and becomes fully competent in the product support knowledgebase and assists in submission of new content and revisions.
- Recommends additional products and services where appropriate to best serve the support inquiry and direct the customer to the appropriate sales resource.
- Assist in customer education initiatives and activities where appropriate.
- Responsible for Continuous Improvement by investing effort in learning about each product sold and appropriate troubleshooting techniques to resolve customer issues.
Skills, Knowledge, and Experience- Experienced computer skills including knowledge of Word, Excel, Outlook, knowledge of CRM, and ERP programs.
- Strong verbal and written communication skills are highly desired.
- Skills and knowledge working in an IT/Help Desk environment, supporting various applications and operating systems is desired.
Communication, Negotiation, and Networking SkillsThe job requires technical school graduate writing, reading and verbal skills. Requires negotiation skills at a level that facilitates routine communication between inner-company personnel for the execution of corporate internal functions, and to some extent, with customers or suppliers when resolving daily problems in the supply chain. This degree implies an ability to network within the company effectively, in order to carry out the duties of the job.Requires the ability to communicate with customers and clientele in a highly professional manner. May require the ability to network effectively within and without the company. Ability to professionally communicate issues of a highly technical manner to users with varied degrees of technical skill with the products. Ability to quickly read the technical level of the customer and appropriately respond. Ability to read and understand general business terms and processes. Ability to create reports and business correspondence and to effectively present information and respond to questions from the sales team.Working Conditions- Normal 40-45 hours per week, Monday through Friday, 8am-5pm, normal time off for holidays.
- Work is performed on site at Juniper Systems Inc. Main Office in Logan, UT.
- Schedule may require some flexibility and coordination with co-workers during the day to ensure coverage of the Technical Support Phone, Email and Chat during business hours.
- Weekend work is not normally required. May require a minimal amount of travel: tradeshow attendance, customer visits, etc.
Physical Demands:
This position requires sitting for extended periods of time, use of hands for typing, and occasional reaching. Requires the ability to talk, see, and lift up to 50 pounds.
The above statements describe the general nature and level of work being performed in this job function. This is not intended to be an exhaustive list of all duties, and really additional responsibilities may be assigned by Juniper Systems.Juniper Systems, Inc. is an EQUAL OPPORTUNITY EMPLOYER - 6 Days Ago
Technical Support Intern
- Entrata
-
Logan, UT
INTERN
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 12 Days Ago
Technical Support Agent - Logan
- Entrata
-
Logan, UT
FULL_TIME
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 1 Month Ago
Technical Support Specialist and Programmer
- Weber State University
-
Ogden, UT
FULL_TIME
- Position Details WSU's Commitment to Diversity Weber State University is an Equal Opportunity Employer committed to creating an inclusive environment by welcoming all individuals, including culturally...
- 1 Month Ago
Senior CRM Technical Support
- Entrata
-
Logan, UT
FULL_TIME
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 1 Month Ago
Product Technical Support Specialist (bilingual)
- NextCentury Submetering Solutions
-
Providence, UT
FULL_TIME
- NextCentury is looking for experienced bilingual (English/Spanish) Product Support Specialists. Description General Position Description: As a NextCentury Product Support Specialist, you will serve as...
- 20 Days Ago
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0 Technical Support Supervisor jobs found in Ogden, UT area
Field Application Specialist - HammerHead
- The Toro Company
-
Logan, UT
- Typical Starting Pay: $80,000-$105,000, plus bonuses. What Can We Give You? Medical, Dental, Vision, 401K Matching up to...
- 4/24/2024 12:00:00 AM
Manager - Information Security - Security Issues Management
- Marriott
-
Salt Lake City, UT
- Additional InformationREplacement req for 24008682Job Number24041663Job CategoryInformation TechnologyLocationMarriott I...
- 4/24/2024 12:00:00 AM
Field Application Specialist - HammerHead
- The Toro Company
-
Clearfield, UT
- Typical Starting Pay: $80,000-$105,000, plus bonuses. What Can We Give You? Medical, Dental, Vision, 401K Matching up to...
- 4/23/2024 12:00:00 AM
Field Application Specialist - HammerHead
- The Toro Company
-
Salt Lake City, UT
- Typical Starting Pay: $80,000-$105,000, plus bonuses. What Can We Give You? Medical, Dental, Vision, 401K Matching up to...
- 4/23/2024 12:00:00 AM
Field Application Specialist - HammerHead
- The Toro Company
-
Sandy, UT
- Typical Starting Pay: $80,000-$105,000, plus bonuses. What Can We Give You? Medical, Dental, Vision, 401K Matching up to...
- 4/23/2024 12:00:00 AM
Event Facility - Operations Manager
- Weber County
-
Ogden, UT
- Job Description WAGE: $76,710.40/year PERSONNEL STATUS: Full Time FLSA Exempt DEPARTMENT: Ogden Eccles Conference Center...
- 4/21/2024 12:00:00 AM
Technical Project Manager #24113
- Aeyon
-
Salt Lake City, UT
- JOB DESCRIPTION: 📢 Aeyon is seeking a qualified Integration Management Specialist (Technical Project Manager) to perfor...
- 4/20/2024 12:00:00 AM
Network Operations Shift Supervisor
- Leidos Holdings Inc.
-
Ogden, UT
- Description Leidos has a career opening for a Network Operations Shift Supervisor at Hill AFB, UT (Ogden, UT). PROGRAM S...
- 4/20/2024 12:00:00 AM
About Ogden, Utah
Ogden /ˈɒɡdən/ is a city and the county seat of Weber County, Utah, United States, approximately 10 miles (16 km) east of the Great Salt Lake and 40 miles (64 km) north of Salt Lake City. The population was 84,316 in 2014, according to the US Census Bureau, making it Utah's 7th largest city. The city served as a major railway hub through much of its history, and still handles a great deal of freight rail traffic which makes it a convenient location for manufacturing and commerce. Ogden is also known for its many historic buildings, proximity to the Wasatch Mountains, and as the location of Web...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Supervisor jobs
$63,664 to $88,647
Ogden, Utah area prices
were up 2.3% from a year ago
were up 2.3% from a year ago
What does a Technical Support Supervisor do?
Technical Support Supervisor in Longview, TX
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December 15, 2019
Technical Support Supervisor in Albany, GA
Thanks for applying for the position of Technical Support Supervisor with AbleForce through Dice.
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Technical Support Supervisor in High Point, NC
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January 13, 2020