About this opportunity
Prendio lists this Technical Support Supervisor opportunity in burlington, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Type: Hybrid (1-2 days in office required)
Reports to: Tech Support Manager
Direct Reports: Technical Support Spe
Role Summary
The Technical Support Supervisor is responsible for supervising a team of Technical Support Specialists, as well as troubleshooting and overseeing tickets for multiple clients.
Key Responsibilities
Oversee incoming technical support tickets by assuring timely response, categorizing problems, and managing backlog
Provide guidance and mentorship to the Tech Support Specialists on handling complex technical problems, customer escalations, problem solving skills, and documenting ticket work
Coordinate with the Tech Support Manager on the review of metrics and reports in HubSpot and Jira
Schedule weekly huddles with Tech Support Team to discuss team performance metrics, operational updates, and ticket handling
Regularly meet with direct reports, also providing them with performance reviews every six months
Coordinate training for newly hired Tech Support Specialists, checking in for 30 and 90-day reviews
Document employee performance problems, presenting verbal and written warnings, involving management and HR when necessary
Collaborate with Tech Support Manager and engineering teams to triage and prioritize work on bugs and enhancement requests
Coordinate team needs for training, tooling, personnel, and career development with Tech Support Manager
Help collaborate on Client Success workflows with adjacent teams, including Customer Service, Account Management, and Implementation
Occasionally assist the engineering and QA team with questions about testing bug fixes
Perform other duties as assigned
Qualifications
3+ years of customer service or technical support experience, preferably in a leadership position
Must be a dependable, flexible, decisive, and consistent leader with a positive attitude
Great attention to detail and problem-solving skills
The ability to prioritize and handle multiple tasks in a face-paced environment
Strong communication skills, with the ability to interact professionally with clients, vendors, and all internal employees
General knowledge of Prendio software and BioProcure services
Experience with Reporting software, HubSpot, Jira, Confluence, SQL, XML, and JSON helpful but not required
Benefits
Blue Cross Blue Shield Health Insurance - 100% of employee premiums paid.
BCBS Dental insurance - 100% of employee premiums paid.
VSP Vision Coverage - 100% of employee premiums paid.
Health savings account with employer contribution
401K/Roth 401k
Paid holidays.
Paid vacation/Unlimited PTO
Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance, and more
Prendio is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability status, genetic information, or any other characteristic protected by law.
This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.
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Worksite address
burlington, MA, 01805, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.