Technical Support Supervisor

Overview: Established in 2005 and based in Charlotte, North Carolina, Snap One is a manufacturer and exclusive source of A/V, security, control, networking, and remote management products for professional integrators. An industry leader in the pro-install channel, Snap One helps integrators build their businesses by providing a wide range of high-quality products, easily accessible through an intuitive website and backed by award-winning service and support. With a vast catalogue of today’s most popular brands, Snap One is the premier choice for professional installers across the globe. With 28 pro stores in the US, Snap One blends the benefits of ecommerce with the convenience of local stores. Additional information about Snap One and its products can be found at www.snapone.com.
Reporting to the Technical Support Manager the Technical Support Supervisor will be responsible for supervising those answering partner inquiries through phone, chat, and email communication in a call center environment. Technical Support Supervisor is responsible for ensuring that partner interactions are held to the highest quality standards, quickly addressed and that technical staff have the knowledge and tools to be effective at their jobs. The position will require multitasking, coaching, thinking out-of-the-box and productive go-getter. Responsibilities: Specific Responsibilities

• Supervise technical service-related operations
• Oversee the work of technical support agents to ensure that all jobs are completed, assist with answering questions and take escalated phone calls
• Monitor queues and track inbound calls, calls waiting, abandonment rate, etc.
• Encourage and proactively coach and develop team members through career progression
• Familiar with a variety of the field's concepts, practices, and procedures
• Keep track of attendance, PTO and weekly payroll
• Follow up and coach team members about customer survey feedback
• Review daily metrics and help lead to the overall team goal

Qualifications: Required Qualifications

• High School Diploma or equivalent
• 2+ Years Excellent Leadership Experience within a contact center
• 3+ Years Excellent Customer Service/Tech Support Experience
• Experience installing technical products (Smart Home, AV, Surveillance, and/or Networking products)
• Must be able to work a rotating close schedule from 7AM to 6PM once or twice weekly

Preferred Qualifications

• Experience using Microsoft Office Products
• Experience with SAP, Salesforce or inContact
• Strong knowledge of networking
• Strong knowledge of contact center performance metrics
• Experience coaching others in a contact center