Technical Support Shift Supervisor
SUMMARYSupervise the day to day activities of the department and team members, including but not limited to assigning casework, supervising the ticket management system, individual caseloads and making sure the department is fully staffed. Provide support for escalated technical problems to customers for a variety of product categories. Generates reports and oversees quality. ESSENTIAL DUTIES AND RESPONSIBILITIESEnsures shift performance standards. Manages ticket flow and ticket resolution. Evaluates and assigns cases to staff. Reviews appropriate reports with staff. Oversees quality for the shift, including customer service, problem resolution, ticket documentation and ticket status reporting to the vendors. Identifies problem areas and acts as an escalation for difficult cases.Ensures adequate staffing and scheduling on the shift. Provides leadership and direction to staff members. Conducts performance reviews for staff. Manages employee issues and identify training needs. Acts as a liaison between the shifts, the department, and the company.Generates call statistics for the shift and generates shift reports.MINIMUM QUALIFICATIONS Education/ExperienceAssociate's degree in business (preferred) and/or a minimum of three years of related technical support/customer service experience. Minimum of 2 years credit card, point-of-sale or banking industry experience. Must have an expert knowledge in at least two products we supportAssociate's degree in business (preferred) and/or a minimum of six years of related technical support/customer service experience.Minimum of 2 years credit card or banking industry experience is preferable.Certification/Registration/LicensureA+ Certification, MCP Certification (Windows NT Server and Workstation, TCP/IP, Networking Essentials) and/or MSCE preferred.Skills or Special AbilitiesStrong communication skills-both written and oral; ability to translate technical concepts to non-technical customersSuperior analytical and problem solving abilities coupled with the ability to diffuse escalated situations.Excellent leadership ability that significantly increases staff development.Advanced working knowledge of computer software systems including Windows XP or newer. Strong command of common office applications such as Microsoft Excel, Access, Word and Internet ExplorerAdvanced knowledge of operating systems, vendor processor platforms and parameter specifications.Advanced knowledge of technical fundamentals.Ability to provide professional and interpersonal communication when interacting with others.Must be able to multi-task.