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Top 50 Supervisor, Technical Support Skills

Below we've compiled a list of the most important skills for a Supervisor, Technical Support. We ranked the top skills based on the percentage of Supervisor, Technical Support resumes they appeared on. For example, 17.0% of Supervisor, Technical Support resumes contained Customer Service as a skill. Let's find out what skills a Supervisor, Technical Support actually needs in order to be successful in the workplace.

These are the most important skills for a Supervisor, Technical Support:

1. Customer Service

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high Demand
Here's how Customer Service is used in Supervisor, Technical Support jobs:
  • Developed and directed overall technical support for the customer service function by implementing policies for the resolution of service related inquiries.
  • Traveled monthly to homes of virtual customer service agents to conduct certification inspections.
  • Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Increased quality by coordinating all interviewing, hiring and training customer service representatives.
  • Contacted challenging callbacks to ensure they had received excellent customer service.
  • Supervised a technical group of eight ensuring superior customer service satisfaction.
  • Assessed quality control/satisfaction records to improve customer service as needed.
  • Identified and recommended operational improvements which increased efficiency & customer service
  • Designed and conducted internal Customer Service training program.
  • Involved with all aspects of customer service including problem solving and working with end users to ensure the highest quality service.
  • Key Accomplishments: * Managed schedules of entry level customer service reps to ensure that technical support was constantly maintained.
  • Manage team of ten customer service employees in all aspects of incoming call center operations.
  • Analyze customer service feedback from the end user community to initiate service improvements when needed.
  • Set up training seminars for all outside and inside sales and customer service representatives
  • Assisted customer service representatives in order entry and inside sales tasks.
  • Measure, monitor and maintain customer service and satisfaction.
  • Managed team of up to 27 customer service agents.
  • Created and taught customer service training course.
  • Supervised technical support department with regards to customer service for Moniterm Monitors * Troubleshot technical problems with regards to large screen monitors
  • Worked with various vendors, including Covad Communications, to ensure good customer service and to help streamline the installation process.

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2 Customer Service Jobs

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2. Technical Support

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high Demand
Here's how Technical Support is used in Supervisor, Technical Support jobs:
  • Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
  • Supervised department of seven technical support representatives who Provide telephone and field support and training to customers.
  • Managed logistics for equipment delivery, on-site technical support and installation/implementation.
  • Interviewed, hired and trained new quality technical support representatives.
  • Provided technical support for service technicians and customers.
  • Created technical support processes and documentation.
  • Managed a team of seven Technical Support Analysts, acting as an escalation point for clients and for the Support team.
  • Job included training and offering a high level of technical support for 8 different vendors of medical alert equipment.
  • Maintain inbound technical support desk providing end users with hardware and software support for nationwide Online Service Provider.
  • Served as primary point of contact on a 24x7 basis for Operations, Production Control and Technical Support.
  • Work with Senior Technical Support Representatives and consultants to resolve issues that are not server related.
  • Interviewed, hired, trained, coached and resolved escalations for technical support reps.
  • Answer ACD calls, assess customer technical support needs, and handle accordingly.
  • Provided direct technical support to customers accessing local area networks on Scott AFB.
  • Provided technical support to customers with ATT/Bell South networking equipment and software.
  • Supervised a technical support team that worked with our Bulk-data clients.
  • Maintained thorough knowledge of the Technical Support policies and procedures.
  • Created interview and hiring process for Technical Support department.
  • Assist customers in resolving technical support and billing issues.
  • Supervised a staff of 5 technical support employees.

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8 Technical Support Jobs

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3. Computer Hardware

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high Demand
Here's how Computer Hardware is used in Supervisor, Technical Support jobs:
  • Replaced obsolete computer hardware to with new state-of-the-art machines.
  • Changed computer hardware and network configurations.
  • Experienced with computer hardware including personal computers, servers, and Linux systems, to include analyzing and repairing
  • Authorized and certified computer hardware and software purchases including personal computers, servers, and mainframe clusters.
  • Managed computer hardware and software installations, set up and testing of customer systems for deployment.
  • Resolved computer hardware and software, printing, word processing, email and operating systems issues.
  • Managed field support staff for Y-12 Complex projects consisting of, computer hardware and program upgrades.
  • Provided assistance to UPF projects with regard to maintenance of computer hardware installation.
  • Oversee the set up and configure computer hardware and peripheral devices as requested.
  • Prepared plans for evaluation, selection and implementation of computer hardware and software.
  • Performed install, repair and troubleshoot computer hardware and software.
  • Controlled acquisition of all computer hardware from over 400 locations.
  • Assisted in the repairing of computer hardware problems for clients.
  • Repaired computer hardware and software for customers.
  • Fielded basic computer hardware and software issues.
  • Purchased all computer hardware and software for multiple datacenters in different locations.

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4. Phone Calls

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high Demand
Here's how Phone Calls is used in Supervisor, Technical Support jobs:
  • Handled all technical and service-related customer telephone calls.
  • Managed the work flow and scheduling of the department to ensure department efficiently of service phone calls, repairs and production.
  • Hire, train, and terminate customer service agents and also provide scripts to read from during phone calls.
  • Answered phone calls incoming for support as well as made courtesy calls to customers to ensure their satisfaction.
  • Answered technical e-mail and phone calls to assist customers in repairing, replacing or returning our products.
  • Led the team in managing inbound phone calls from customers experiencing issues accessing their on-line accounts.
  • Create Quality Call Monitoring Scorecard and plan to evaluate Technical Support Representatives phone calls with agents.
  • Monitored Remedy ticket-tracking system for all incoming requests including emails, phone calls, walk -ins.
  • Monitored phone calls as part of a monthly coaching effort to improve client/technician interactions.
  • Assist agents with their phone calls, take supervisor calls, maintain customer records.
  • Provided assessments, discussion and reviews of samples and live agent telephone calls.
  • Responded to telephone calls, email and personnel requests for technical support.
  • Assist with customer concerns via email and follow up with phone calls.
  • Developed a training and troubleshooting manual for technical support phone calls.
  • Overlooked agents' work regarding phone calls that took place.
  • Answered customer phone calls and satisfied questions about the website.
  • Monitored and assisted technicians with customer phone calls.
  • Monitored employee/customer phone calls to implement world class customer service.

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5. Internet

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high Demand
Here's how Internet is used in Supervisor, Technical Support jobs:
  • Coached employees on effectively troubleshooting internet and digital voice products and approaching transitional sales opportunities.
  • Supported team members in responding to customer concerns about internet connectivity.
  • Managed telephone and internet installation and performed troubleshooting for office.
  • Established and monitored digital internet service tunnels for customers.
  • Provided customer support for an internet service provider.
  • Assisted customers with technical issues such as internet connectivity, configuring email and troubleshooting third-party routers, switches and servers.
  • Supervised first level technical support representatives while trouble-shooting issues with high speed internet, digital phone and digital cable issues.
  • Conduct analysis and trouble shooting via telephone for customers (FTTN/FTTP) High Speed Internet and IP TV services.
  • Configure and trouble shooting various Internet software (browsers, e-mail, news, etc).
  • Monitor and coach agents for quality assurance in billing, telephone, Internet and TV issues.
  • Maintained working databases for customers, equipment, procedures, physicians, and internet access.
  • Seasoned Telephone and Internet Technical Support Supervisor in charge of 2 shifts of 25 techs.
  • Managed up to seventy Support Technicians for a high speed cable Internet service provider.
  • Assist customer with Internet, email, hardware, software and cable TV issues.
  • Trouble shoot customer calls regarding Internet service, and provide appropriate solutions.
  • Level 2 Tier Technical Support for Microsoft Internet connection inbound call center.
  • Provided representative training in areas of technical Internet support and service sales.
  • Supervised and trained a group of 20 Internet Technicians.
  • Provided support for escalated television, internet, and billing concerns for residential customers.
  • Assisted customers for technical support in the fields of internet access, trouble-shooting, web-hosting, html programming and web design.

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6. Email

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high Demand
Here's how Email is used in Supervisor, Technical Support jobs:
  • Facilitated numerous inter-company projects including Lotus Notes Email deployment, OS Upgrades, Security and patch management systems.
  • Authored and implemented Email Retention Policy.
  • Managed eight (8) technical support engineers who supported clients all over Asia through on-site, telephone and email support.
  • Demonstrated familiarity with internet, email, TCP/IP, OS, DHCP, networking and routers to troubleshoot hardware/software configurations.
  • Monitored quality of inbound and outbound phone/email interactions from agents assisting students and faculty members of the 4 EDMC Schools.
  • Assigned IP addresses and configured whole networks, set up email clients and various browsers for customers.
  • Integrated three disparate technical teams (engineering, email, operations) into one high performing team.
  • Developed procedures for handling incoming requests by email, web, or phone.
  • Supported the conversion of JMU s legacy email system to Microsoft Exchange.
  • Trouble shoot and repair various email problems mostly on Microsoft email software.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Installed office application software and set up email accounts and user rights.
  • Introduced new Cisco Email Manager (CEM) with project team.
  • Tracked and charted emails that came into technical support center.
  • Oversee the successful processing of email and voice mail transactions.
  • Performed Quality Assurance of employee phone and email output.
  • Provide support for the troubleshooting of email synchronization errors.
  • Completed email conversion from Exchange to Lotus Notes.
  • Provided phone and email support for customers.
  • Handled resellers, escalated product issues, supported multi-license users through phone and email support.

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7. Performance Reviews

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high Demand
Here's how Performance Reviews is used in Supervisor, Technical Support jobs:
  • Provided and documented performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management.
  • Prepared and delivered annual performance reviews, recommending disciplinary action if needed.
  • Perform weekly performance reviews while giving feedback on specific areas of opportunity.
  • Provided accurate, specific and timely performance reviews for representatives.
  • Prepare and Deliver monthly Program Performance Reviews for Executive Management.
  • Conduct performance reviews and address payroll/compensation issues.
  • Managed performance for 11employees from multiple technical disciplines, including annual performance reviews, compensation recommendations, and training.
  • Managed a team of 8 analysts with responsibility for training, development, mentoring, and performance reviews.
  • Conduct performance reviews on an annual basis, with lead in conversations weekly, monthly, and quarterly.
  • Hired, trained, supervised and conducted performance reviews for 15-member staff at in-bound call center.
  • Conducted 6-month performance reviews scoring behaviors, metrics, business acumen and focus towards career goals.
  • Supervised staff of 10 Technical Support Specialists - including performance reviews on a bi-annual basis.
  • Provided one on one coaching and performance reviews as need.
  • Supervised a staff of 5 employees, including performance reviews.
  • Conducted Annual, Semi-annual and Quarterly performance reviews.
  • Performed employee performance reviews involving pay increases.
  • Train new employees and perform performance reviews.
  • Evaluate employee performance, provide ongoing weekly coaching and development; conduct monthly performance reviews.
  • Processed timesheets, year-end performance reviews and weekly meetings with my team of Support Technicians.
  • Conducted performance reviews, coach, and develop employees Handled client escalations.

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8. Desktop

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high Demand
Here's how Desktop is used in Supervisor, Technical Support jobs:
  • Designed and implemented networks for warehouses and also provided hands-on and remote desktop support, including networking troubleshooting and maintenance.
  • Supervised and mentored desktop support personnel.
  • General support of non internet related issues such as, Windows desktop OS's 3.1 - XP, misc peripherals.
  • Managed the purchase, installation, training and support of all desktop and network hardware and software for the organization.
  • Managed inbound call center team of 25+ techs that handled technical troubleshooting for industry software, desktop hardware and peripherals.
  • Trained and supervised technical personnel, including direct reports, delivering all necessary infrastructure, server, and desktop support.
  • Trouble shoot desktops and laptops using remote program team viewer version 7 and 9 and Windows remote desktop connection.
  • Trained new staff, partnered with other administrators on licensing, SME for Imaging other software for our desktop image
  • Provided installation and configuration of all computer systems and software applications on desktops, laptops, and servers.
  • Provide desktop support, deploy workstations and support the campus via phone and email on technical issues.
  • Liaised with business partners and systems groups to ensure timely installation of desktops and LAN lines.
  • Provided complete support for the network infrastructure, multiple vendor servers, desktop and printers.
  • Coordinated moves of departmental desktops and peripheral devices in home office and remote locations.
  • Coordinate IT Desktop Support staff vacations, maintain staff records and review tickets.
  • Ensured timely resolutions to desktop malfunctions for Traders, Bankers and Research analysis.
  • Maintain central source of information for help desk & desktop support staff.
  • Provided Desktop Support to 250 internal employees.
  • Provided desktop support to executives and staff.
  • Managed desktop computers, thin clients, printers, multi-function devices, and other desktop hardware.
  • Assisted remote users with support issues involving Citrix XenDesktop.

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4 Desktop Jobs

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9. Trouble Tickets

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high Demand
Here's how Trouble Tickets is used in Supervisor, Technical Support jobs:
  • Subject matter expert with area Remedy Team- ensured department coordinators properly closed customer trouble tickets.
  • Monitor trouble tickets to ensure timely resolution.
  • Create and maintain all reporting for returned trouble tickets and report to management to determine training needs.
  • Provided the daily monitoring, managing and supervising of network trouble tickets and support personnel.
  • Provided technical support for clients, including resolving trouble tickets for video and audio conferencing.
  • Respond to user service requests and rapidly resolve trouble tickets to maximize unit performance.
  • Manage trouble tickets and/or issue logs, where customer satisfaction/Tech Lead intervention is necessary.
  • Escalated trouble tickets to higher level of maintenance and tracked tickets until completion.
  • Closed more trouble tickets than any other technician, over 12,000.
  • Maintained and handled trouble tickets using Zen desk ticketing system.
  • Analyzed trouble tickets and scheduled appropriate Technician to resolve issues.
  • Tracked and reported the cause and impact of trouble tickets.
  • Resolved trouble tickets in order to repair customer equipment.
  • Tracked and oversaw the resolution of trouble tickets.
  • Resolve escalated trouble tickets from the support representative.
  • Create trouble tickets for corrupted data files.
  • Created trouble tickets for broken laptops.
  • Analyzed call trends and researched open trouble tickets to determine if an Alert needed to be posted in Infomanager.

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10. Key Performance Indicators

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high Demand
Here's how Key Performance Indicators is used in Supervisor, Technical Support jobs:
  • Collaborated on contact center metric team analyzing key performance indicators and providing input to leadership on target goals and performance.
  • Developed and implemented best practice reports that measured key performance indicators and developed multiple Java-based desktop and web OSS applications.
  • Enforced key performance indicators and forthright communication to develop and sharpen agent skills.
  • Awarded incentive for meeting quarterly Key Performance Indicators
  • Coach employees on performance issues and consistently maintain certain KPI's (Key Performance Indicators).
  • Lead and motivated a workforce to be successful in Key Performance Indicators.
  • Encouraged direct reports to greater improvement in key performance indicators each month.
  • Exceeded AT&T Teleconference Key Performance indicators and Guidelines Plans, directs, supervises, and evaluates workflow.

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11. Windows XP

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high Demand
Here's how Windows XP is used in Supervisor, Technical Support jobs:
  • Designed desktop standards for Windows XP Pro migration to maintain consistent desktop configuration and predictability.
  • Maintained and supported computer systems, which included troubleshooting hardware and software on various platforms including Windows XP, Mac OSX.
  • Provided support of MS Windows XP Smart Card applications using Tumbleweed to validate identities and Active Client for Smart Card management.
  • Supervised desktop support group for Windows XP/2000 users and 2nd level support group for Linux based set top boxes.
  • Use of schematics, technical manuals and documents, and Windows XP PC in a fast-paced corporate environment.
  • Support and trouble shoot software and computer related problems with windows XP, Vista and windows 7.
  • Initiated and directed transition from WINNT to Windows 2000, then from Windows 2000 to Windows XP.
  • Upgraded 10,000 desktops computers from windows 98 to windows XP.
  • Migrated all user desktops from Windows XP to Windows 7..
  • Demonstrated expertise in Microsoft Windows XP, Me, Vista, 7 and office 2000, 2003, 2007, 2010.
  • Architected and managed internal, 200+ nodes network, successfully connecting Windows 2000 Server and Windows XP/2000 Pro.
  • Lead on rollout of Windows XP upgrade form older OS.

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12. Direct Reports

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high Demand
Here's how Direct Reports is used in Supervisor, Technical Support jobs:
  • Trained direct reports how to effectively use internal and external resources to solve customer problems to resolution or escalate appropriately.
  • Authored and delivered annual performance evaluations for 15 direct reports based on established goals and objectives
  • Participated in hiring decisions for department, and conducted biannual performance appraisals of direct reports.
  • Deliver timely annual and semi-annual performance reviews to all direct reports.
  • Executed quarterly objectives communicated in direct reports to senior management.
  • Monitor performance of direct reports according to established standards.
  • Manage teams of 10-16 direct reports, coaching, mentor, career progression, morale leader and scheduling.
  • Supervised 14 direct reports and supported over 100 in house call center representatives with technical support training.
  • Provided yearly focal point reviews to my direct reports that involved merit increases and promotions.
  • Evaluated performance and delivered year end performance reviews and merit increases for direct reports.
  • Created various incentives to drive sales and performance results from direct reports.
  • Mentor all my direct reports to reach all goals throughout the year.
  • Completed semiannual performance reviews for 3 direct reports.
  • Direct reports ranged from 20 to 40 employees.
  • Supervised a team of 14 direct reports.
  • Audited and processed payroll for direct reports.
  • Manage 10 to 14 direct reports.
  • Verified accuracy and approved direct reports' timesheets weekly, to ensure adherence to scheduled hours and ensure appropriate pay.
  • Supervised, developed and assisted direct reports in creating complex reporting using Access, Hyperion Reporting & Analytics, ad-hoc PL/SQL.
  • Manage day-to-day operations of North America Service Desk Team Managing 13 direct reports Supervising 55 agents across 7 physical locations.

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1 Direct Reports Jobs

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13. Helpdesk

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high Demand
Here's how Helpdesk is used in Supervisor, Technical Support jobs:
  • Developed and managed a team of highly efficient and effective helpdesk analyst dedicated to exceeding customer expectations.
  • Monitored helpdesk operations and escalate help-tickets to ensure problems are handled as expeditiously as possible.
  • Evaluate, install and develop issue tracking/notification/escalation software package for technical helpdesk.
  • Demonstrated excellent leadership and was promoted to Helpdesk Supervisor.
  • Supervised and mentored 5 other Helpdesk/Desktop Technicians.
  • Supervised helpdesk staff, PC technicians and interns covering 60-site networked clinics, resolved of TCP/IP and remote access issues.
  • Managed the Helpdesk overtime spending to stay within 1.5% of budget target.
  • Design and implement new Helpdesk procedures and policies to increase performance.
  • Provided 20-member helpdesk team Level III technical support to resolve issues.
  • Coordinated, recorded and monitored all calls made to the helpdesk.
  • Performed helpdesk services for various clients via phone, email.
  • Assisted in the opening of Hilton's first IT helpdesk.
  • Assist in training of helpdesk personnel and other technicians.
  • Coordinated the helpdesk response, supervised two other technicians.
  • Observed and monitored Helpdesk and Desktop Support personnel.
  • Supervised and trained helpdesk staff.
  • Support Supervisor Technical Education Center Designed helpdesk ticket system and technician solutions log.
  • Coordinate North America helpdesk support with South America regional helpdesk in Argentina.
  • Provide mobile support BYOD (Android, IPhone & Blackberry) Train helpdesk staff on operational procedures and troubleshooting technique.
  • Developed documentation for application use and for helpdesk troubleshooting I started created all of the documentation for the program.

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14. Setup

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high Demand
Here's how Setup is used in Supervisor, Technical Support jobs:
  • Assist the manager of technical support with implementation of new accounts by reviewing setup and maintaining account stakeholder relationships.
  • Specialized in home networking setup and troubleshooting.
  • Responded to customer e-mail requests for technical help or information utilizing knowledge of modern re-provisioning and all phases of account setup.
  • Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Reviewed all new accounts and ensuring they were handled correctly and setup in a timely matter.
  • Represented company at numerous trade shows, assisting in setup and presentation of product.
  • Walked customers and representatives through setup of mail programs using POP, SMTP.
  • Serve as escalation for account setups, server management and technical vendor issues.
  • Verify the proper installation and setup of all pushed applications.
  • Managed a team of PC setup and repair technicians.
  • Involved in the processes of new computer setups.
  • Deliver and Setup the merchandise for the customers.
  • Complete computer and network setups.
  • Installed setup hardware and software Mac laptop desktop and tablet Repaired all kind of tables and smart phones.
  • Provide onsite setup and marketing support for industry events, including PAX Prime, South, and East.
  • Assisted with the IT setup, maintenance, and break down of voting district equipment.
  • Helped setup and configure computers and Avaya phone for a newly open call center.
  • Create and setup vlan in Layer 2 devices for traffic segmentation and security.
  • Supervised the setup of home networking for customer and small businesses using subnetting, dhcp or Static configurations.
  • Walked customers and representatives through setup of Dreamweaver and Frontpage to manage websites using HTML, CSS.

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15. Active Directory

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average Demand
Here's how Active Directory is used in Supervisor, Technical Support jobs:
  • Managed user accounts using Active Directory.
  • Used Active Directory to add new user accounts, equipment, and set security parameters per user on a daily basis.
  • Provided account management support for both Windows (active directory) and Linux system accounts for development staff and end users.
  • Administer Active Directory security profiles, Microsoft App-V access, BlackBerry access via BlackBerry Enterprise Server and RSA security tokens.
  • Network Activities such as Active Directory management, creating new users, including network permissions.
  • Develop and support standards for BHHC-wide use of network services including Active Directory group policies.
  • Participated as a key resource in the implementation of Active Directory in to our environment.
  • Set up and configured user accounts and permissions using Active Directory(SAP).
  • Manage all end-users profiles, creating and removing accounts in the Active Directory.
  • Utilized Active Directory and Microsoft Exchange to create and maintain Domain accounts.
  • Manage user accounts, computers and printers in Microsoft Active Directory.
  • Migrated from NT4 domain to Windows 2000 Active Directory domain.
  • Administrated Active Directory and Exchange accounts.
  • Participated in rollout of XP operating system and the migration of users to Active Directory for entire production environment.
  • Job duties include: System administration through Active Directory.
  • Case Management - Active Directory User Mngmt, Group Mngmt.
  • Maintain IT inventory, Active Directory accounts, IT service request system as well as, various IT vendor contacts.
  • Administered Exchange 2010, Active Directory Implemented the install of Dymax Asia locations to Sprint MPLS network.

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16. Verizon

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average Demand
Here's how Verizon is used in Supervisor, Technical Support jobs:
  • Helped develop new department within Verizon Wireless responsible for troubleshooting wireless data products.
  • Assisted Coordinators on developing and executing a career path within Verizon Wireless.
  • Serve as a temporary Customer Service Supervisor for Verizon Wireless.
  • Serve as a Technical Support Representative for Verizon Wireless.
  • Maintained support processes and procedures for both customers and vendors; QSI, ATT, Sprint, Verizon and Buchanan Technologies.
  • Provide technical assistance while answering questions for Verizon end users in person, via telephone or from remote location.
  • Managed team of approximately 15 Tier III wireless data support agents on a long-term contract with Verizon Wireless.
  • Provided leadership, scheduling, motivation, and training of 20 employees in Call Center environment for Verizon.
  • Install and upgrade software and hardware for Verizon end users' PC's and laptops and mobile phone.
  • Provide support to the team by working as the liaison between the Verizon customers and the technical staff.
  • Manage the tactical and strategic components of employee performance, workplace wellness, and Verizon Wireless data analysis.
  • Expanded employee knowledge of Verizon Wireless' products, services and network, by providing continuous training.
  • Motivate a team of Verizon Tech Coach Representatives through performance coaching and career planning.
  • Supported team of 8-18 technical support agents with Tier 2 Verizon customer calls.
  • Encouraged direct reports to offer and utilize Verizon Wireless products and services.
  • Provided support for Verizon FIOS agents.
  • Provided technical support for store representatives of all major phone carriers including At&t, Sprint, and Verizon wireless.
  • Hire, counsel and dismiss dispatchers * SPOC for Verizon and AT&T collocation badging.
  • Ensured direct reports complied with the Verizon Wireless' CORE Values and Code of Business Conduct.
  • Excel in using Verizon Wireless leadership styles and personality concept learned in leaderhip classes.

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17. Disciplinary Actions

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average Demand
Here's how Disciplinary Actions is used in Supervisor, Technical Support jobs:
  • Administered Disciplinary Actions and created Performance Improvement Plans.
  • Provided disciplinary actions as needed for policy enforcement.
  • Conducted performance reviews and disciplinary actions.
  • Handle outstanding disciplinary actions as needed.
  • Perform Written disciplinary actions when necessary.
  • Expanded Tech support personnel from 6 to 18 along with interviewing and training, disciplinary actions.
  • Conducted counseling and carried out disciplinary actions for all agents in department.
  • Execute coaching, training disciplinary actions and reviewing all agents and leads.
  • Provided input on employees' evaluations, ratings, and disciplinary actions.
  • Handle disciplinary actions up to and including termination of agents.
  • Time Cards, Issue Disciplinary Actions
  • Manage IT staff including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
  • Complete attendance, schedule adjustments, disciplinary actions, and timecards for employees.

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18. Service Levels

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average Demand
Here's how Service Levels is used in Supervisor, Technical Support jobs:
  • Developed, implemented, and managed operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
  • Created and implemented quality assurance techniques for the team, and increased efficiency and effectiveness while maintaining customer service levels.
  • Developed and implemented a Specialization proposal to further enhance service levels and improve time- to-resolution for customers.
  • Monitored department and agent performance to ensure high customer service levels.
  • Coordinated day-to-day staff scheduling to assure telephone support service levels.
  • Coordinated with Resource Management to maintain required service levels.
  • Monitor telephone volume to improve customer service levels.
  • Monitored queue service levels on a live reporting system to make direct and immediate changes to enhance handle times.
  • Improved the Call Center s service levels by 30% within a three-month period as Lead Supervisor.
  • Provide employees with tools to maintain and increase service levels to both internal and external customers.
  • Led and attended meetings with the customer regarding service levels and overall performance.
  • Monitored service levels and managed work assignments to ensure service goals were met.
  • Developed key projects and associated KPI's to maintain high service levels.
  • Modified time lines and work schedules to facilitate contract Service Levels.
  • Manage Off-Core service levels and staffing.
  • Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards are met.
  • Generate and monitor reports to ensure quality and service levels are maintained and deficiencies are identified and repaired.
  • Viewed service levels on a daily basis to ensure customer calls were answered in a timely manner.
  • Managed TSRs to perform at customer service levels that fell within and above required metrics.
  • Drive improvements in overall service levels, transactional efficiencies & cost management.

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19. Voip

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average Demand
Here's how Voip is used in Supervisor, Technical Support jobs:
  • Possess a broad technical knowledge of analog, digital and VoIP voice services; IP networking; and data service provision.
  • Maintain and administer various MySQL, SQL Server, PHP, VOIP, and IFRAME servers using Windows operating systems.
  • Implemented 15 HP MT 41 laptops per campus for use, and assured in multiple VOIP telephone upgrades per campus.
  • Completed audits of VOIP installations and changes to proactively address errors, offer feedback and help mitigate future errors.
  • Project Management Achievements * Managed a critical project of upgrading company phone system from AVAYA digital to CISCO VOIP.
  • Provide coaching and mentoring to team members troubleshooting internet, television, and VOIP issues.
  • Provided coaching to agents to promote best VOIP troubleshooting and ordering practices.
  • Researched, designed and coordinated the phone system conversion to VoIP.
  • Managed Tier 3 residential HSD/VoIP Service Delivery and Help Desk teams.
  • Provided Dell laptop, Blackberry and Cisco VoIP phone support.
  • Supervised VoIP Tech Support team for in-bound call center.
  • Optimize customer technical data and VOIP issues.
  • Provide support on VOIP/AV support as require.
  • Gained experience using CoreDial VOIP system.
  • Implemented VoIP phones in new offices.
  • Conducted VoIP Telephone trouble shooting training for both Tier Three and Tier One Technicians including routing, porting and provisioning issues.
  • Managed 48 to 50 Customer Technical Support Employees for Voice over IP (VoIP) Vonage Internet phone service.
  • Managed the telephony system (Cisco VoIP and Lucent) for the corporate office.
  • Create, maintain, implement and troubleshoot provisioning templates for Yealink IP Phones and Grandstream VoIP gateways.
  • Supported different VOIP solutions such as AVAYA Softphones, Apple Softphones, and Arise Virtual.

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20. Mac

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average Demand
Here's how Mac is used in Supervisor, Technical Support jobs:
  • Installed, configured and administered Windows NT workstations and servers for medical research and pharmaceutical customers.
  • Provided support for network issues and university owned and personal Windows and Macintosh computers.
  • Guided and supervised team of ten to 12 members in all aspects of technical support for 10,000 Macy's users.
  • Respond to network wide virus outbreaks to include cleaning, patching, and analyzing of 100's of infected machines.
  • Trained new hires on the usage of machinery, production standards, chemical safety, and quality control standards.
  • Work with engineering from design drawings, giving verbal and written instructions to machine shop and helper personnel.
  • Supervised a team of skilled Controls Technicians in assisting to maintain production machinery up and running.
  • Provided phone support, on site support and trade show support for machine tool products division.
  • Managed evening staff, handling all Windows platforms and also headed the Macintosh support group.
  • Complete procedures to start blow, fill, and seal machines.
  • Run Reports using CISCO Unified Historical Reports and personalized Excel Macro.
  • Supported all PC's, Mac's, and peripherals.
  • Implement manpower reductions and develop and implement successful programs for error proofing and machine uptime improvements.
  • Tool Room Supervisor Supervised 50 employees: toolmakers, machinist, cutter grinders, heat treat, transportation and janitorial services.
  • Lead Technical Contact for all issues * Perform administration of Unix/Linux and/or Microsoft/IIS based machines in a large multi-domain environment.
  • Manage school wide projects such as upgrading 500 lab machines from Windows 2000 to XP utilizing Symantec Ghosts imaging software.
  • Operated various flexographic printing machines to develop new products and train operators in proper press procedures.
  • Managed daily activities of the Technical Support and Help Desk functions of Noven Pharmaceuticals.
  • Analyze, identifies and repair endermologie machines problems, by utilizing diagnostic equipment, tools and technical support resources.
  • Service to multiple devices iPad,iPod,iPhone,and the Mac Accomplishments Dual trained ios and cpu devices.

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21. OS

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average Demand
Here's how OS is used in Supervisor, Technical Support jobs:
  • Support a team-oriented environment by troubleshooting, escalating and post resolution follow up.
  • Created new custom modified parts coordinator position to maximize efficiency and productivity.
  • Work closely with sales representatives to foster customer satisfaction.
  • Decreased cost to company by executing on service of standard, reducing Handset Exchange percentages from 11.88% to 6.43%.
  • Serve as technical expert and first customer contact for technical customer issues and inquiries for post sale product issues.
  • Provided Technical Support for Point Of Sale (POS) credit card processing systems to thousands of merchants.
  • Presented product demos and training, both on-site and remote, including Trade Shows and presentations.
  • Installed and supported Secure radios, Global Positioning Systems, Telephone Systems, and Computers Systems.
  • Evaluate and recommend cost effective purchases of computer software, hardware and upgrades for P.C.
  • Assisted Level I and II Technical Support Representatives with solutions for escalated POS issues.
  • Worked on production floor and welded enclosures to meet Hoffman and customer specs.
  • Provided excellent support to sales agents and merchants across the Unites States.
  • Worked closely with Sales Managers and Product Managers to ensure sales closure
  • Moved to management position within my first year with the company.
  • Perform opening and closing duties within the Device Support Center.
  • Open and close the device customer support center.
  • Created proposal-drawing packages and slideshows, utilizing AutoCAD and PowerPoint for project meetings and contract bidding submissions.
  • Worked closely with engineering to ensure the wireless network issues were addressed in a timely manner.
  • Completed Gemba walks to ensure ISO & OSHA compliance.
  • Prepare and distribute images of corporate workstations with "Ghost" and "Acronis" software packages.

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22. Action Plans

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average Demand
Here's how Action Plans is used in Supervisor, Technical Support jobs:
  • Worked with regional team by presenting business results and presenting detailed action plans that address opportunities for improvement.
  • Evaluate overall performance of each representative to identify success and opportunities to establish necessary action plans.
  • Developed representatives to meet company and customer expectations by coordinating action plans and providing feedback.
  • Reported operational progress of action plans to senior management.
  • Partnered w/ Team Manager to provide up to date results and create action plans to deliver on required business targets.
  • Improved overall team performance by conducting quality analysis, tracking and documenting performance trends, and formulating action plans.
  • Monitor agents for adherence to schedule and quality, and create action plans or corrective action as necessary.
  • Foster a team environment and individual action plans to accomplish department goals.
  • Developed team and individual action plans and incentives to promote consistent success.
  • Collaborate and create specific action plans to help cultivate performance with agents.
  • Follow up and create action plans for all passive and detractors.
  • Develop effective action plans and submit documentation for employee review.
  • Execute action plans with great time management.
  • Develop and present corrective action plans.
  • Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
  • Communicate with various levels of leadership daily to discuss action plansto improve team performance.
  • Created and implemented employee action plans to strengthen and improve employee performance.
  • Support program timelines and implement action plans to meet goals.

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23. Software Applications

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average Demand
Here's how Software Applications is used in Supervisor, Technical Support jobs:
  • Supervised a staff of 4 technical support people and trained all branch users on newly installed software applications.
  • Direct staff, faculty, and students to training information on DeVry supported software applications and hardware.
  • Orchestrated the installation of multiple internal software applications done on both network environment and PC.
  • Trained faculty and staff in use of all college instructional technology and software applications.
  • Installed and configured a variety of software applications and setup large user computer labs.
  • Handle challenging issues pertaining to Customer Servers and Software Applications.
  • Provide training on new hardware and/or software applications.
  • Facilitate trainings of new software applications.
  • Advise management of current software applications/upgrades for CAD and CAD related softwares.
  • Research, order and install PC software applications, ie.

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24. Knowledge Base

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average Demand
Here's how Knowledge Base is used in Supervisor, Technical Support jobs:
  • Assisted in the development and quality knowledge base system to help associates quickly help customers and provide technically accurate information.
  • Led successful nine month project to design, populate and implement a web based technical support Knowledge Base.
  • Created knowledge base of FAQs, solution documents, articles, and other support documents for internal associates.
  • Project Owner for the development of Knowledge Base, Self-Help tools, Service Catalog, and SLA re-alignment.
  • Maintained a knowledge base, product library, and all documentation used by the Technical Support team.
  • Research and writing of technical and process documentation and knowledge base articles for the support team.
  • Researched product issues and created technical documentation, improving knowledge base for Olympus employees and consumers.
  • Assisted with the creation and maintaining of a robust knowledge base of troubleshooting and policy.
  • Created internal knowledge base (web format) for support of the company's software.
  • Designed an internal knowledge base for staff and the external corporate website for the public.
  • Participated in the biweekly Knowledge Base meetings conducted by GCSS-MC Program Management Office.
  • Updated product knowledge base and implemented feedback on product issues as well as improvements
  • Act as Knowledge Base Engineer for department and liaison to support departments.
  • Developed and approved training modules for client knowledge base as needed.
  • Maintained the technical knowledge base and developed work instructions.
  • Designed knowledge based articles to train agents on proper.
  • Created and maintained troubleshooting flows for multiple knowledge bases.
  • Brain-dumped and managed knowledge base.
  • Project management for global knowledge base using Jira ticket system and worked closely with engineering teams to communicate system improvements.
  • Help Desk/Technical Analyst for Good clients Provide World Class Customer Service Document and update Knowledge Base articles

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25. QA

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average Demand
Here's how QA is used in Supervisor, Technical Support jobs:
  • Provided notification to management regarding QC or QA issues upon identification.
  • Monitored incoming customer calls to ensure representatives were following QA procedures.
  • Applied QA (quality assurance) metrics and standards to coach mentor and oversee the quality and work of the team.
  • Work closely with QA to ensure the quality of each call is up to the standards set forth for each agent.
  • Identified bugs and quality issues and worked with QA, software, and hardware engineering departments to resolve issues.
  • Perform Oracle and SAS database administration functions, extensive QA testing on new software versions prior to release.
  • Identified QA issues and work with Operations Manager or Operations Director and Team Managers to develop action plan.
  • Worked with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process.
  • Meet with other departments to ensure that Technical Support and QA meet business needs are met.
  • Performed in-house QA for new products, services, and solutions in the pipeline.
  • Performed internal quality audits within the organization as member of internal QA team.
  • Coached agents on a daily basis regarding either survey or QA scores.
  • Lead communications with external beta testers; compiled test results for QA.
  • Analyzed applications and provided QA testing on screen views and applets.
  • Implement document security (In State and Overseas-Qatar/Kuwait).
  • Coordinate, QA, and train system upgrades.
  • Advance Product Support Team/QA Quality Assurance.
  • Assisted QA and R&D groups to resolve internal product quality issues with the OPUS Immunoassay System.
  • Perform call calibrations with technicians to coach to Comcast's QA and Customer Satisfaction metrics.
  • Assisted in weekly QA calibration calls.

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26. SQL

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average Demand
Here's how SQL is used in Supervisor, Technical Support jobs:
  • Assist Tier 1 Support Representatives to support all MacPractice products, networking, MySQL, Mac OS X and associated hardware.
  • Created reports using SQL or Visual Basic in Excel for upper management to greatly optimize tasks and reduce costs.
  • Developed internal reporting and RCFA data analysis tools integrating Empire, Caterpillar SQL databases along with AS400 databases.
  • Monitored systems such as SQL Servers to ensure data was transmitted properly via 2 system platforms.
  • Provided Tier II support to customers using SQL queries to analyze and troubleshoot customer's databases.
  • Provided 24 hours on call support for Windows, SQL Server, and Networking issues.
  • Created Microsoft Excel reports by using SQL to link to the customer's database.
  • Use SQL to query client systems to troubleshoot data and configuration issues.
  • Identify and resolve windows server, SQL and TCIP networking issues.
  • Repaired hotels SQL Database session servers when errors occurred.
  • Designed a Traveler's Check application using Non-Stop SQL.
  • Used SQL to update and repair customer's databases.
  • Led SQL and CAD Upgrade Team.
  • Orchestrated development of SQL directory lookups to streamline call center operations, emergency pages, and group calls.
  • Use SQL and SAS macros to diagnose and repair problems identified in the databases and detailed datasets.
  • Redesigned/migrated PHP/MySQL websites to ASP.Net/MS SQL2000 corporate website and Intranet.
  • Performed SQL upgrades onsite at 911 centers nationwide.
  • Implemented an online Answer Desk using Mysql.
  • Administered Novell 3.x server, MS Windows NT, MS SMS, MS SQL Server and IIS.
  • Experience with SQL, .NET, and some ASP due to reporting systems for the bank.

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27. Problem Resolution

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average Demand
Here's how Problem Resolution is used in Supervisor, Technical Support jobs:
  • Managed team of six senior technical support personnel responsible for escalations and advanced problem resolution.
  • Performed testing on negotiating, problem resolution, system navigation and stress management.
  • Coached a diverse team of twenty associates to provide superior customer service in a time driven environment of problem resolution.
  • Provided supervision and direction for front line Technical Support Engineers in the areas of customer satisfaction / problem resolution.
  • Coordinate with customers to identify IT issues, gather business requirements and implement problem resolutions to resolve technical issues.
  • Provided strong problem resolution through the use of the Eight Disciplines Problem Solving method (8D).
  • Provided direction to team members in troubleshooting and problem resolution involving Windows, and Mac OS.
  • Assisted members with Sales, general questions, problem resolution, billing, and registration.
  • Handled all technical trouble shooting and special handling of problem resolutions in the laboratory.
  • Assisted International Subsidiaries with Field Service problem resolution, parts and Sales Applications.
  • Implemented new policies and procedures for faster customer support and problem resolution.
  • Serve as Third level support for all PC and software problem resolution.
  • Provide thorough support and problem resolution for customers.
  • Provided support and problem resolution for agents.
  • Conducted Y2K testing; proposed problem resolutions.
  • Provided problem resolution and debug for SQL Server, XML, IIS, CSS, HTML, JavaScript, and Apache.
  • Provided support and problem resolution for peripherals, desktop, smartphone and wireless connectivity.
  • END USER SUPPORT Providing client-facing and over-the-phone Hardware/Software technical support and problem resolution.
  • Provided onsite and remote training and support to store operators on POS system; troubleshooting and problem resolution also done.
  • Locate resources for problem resolution and provide appropriate solution Processes forms, orders, and applications requested by the customers.

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28. Customer Complaints

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average Demand
Here's how Customer Complaints is used in Supervisor, Technical Support jobs:
  • Worked with customers to resolve any escalation cases, customer complaints and determined appropriate action for resolution.
  • Coordinated escalated customer complaints, knowledgeable of computer operating systems and product compatibility and specifications.
  • Resolve any customer complaints as well as troubleshoot any problems relating cable internet installations.
  • Handled customer complaints and diffused customers in escalated situations.
  • Resolve customer complaints regarding worker performance or services rendered.
  • Resolved complex and sensitive customer complaints.
  • Create solutions for customer complaints and concerns on demand and developed alternative plan routes for identical encounters in the future.
  • Handle escalated customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Resolved customer complaints by escalating more complicated cases with as much detail as possible.
  • Resolved customer complaints and answered customers' questions about policies and procedures.
  • Assisted team with escalated calls, customer complaints and employee questions.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Answer inbound calls and evaluate customer complaints and resolve the issue.
  • Handle customer complaints and escalations brought into tech support group.
  • Handled customer complaints that were beyond a representative's abilities.
  • Resolved customer complaints and concerns.
  • Responded to and effectively resolved customer complaints in a timely manner to ensure satisfaction.
  • Handle customer complaints and defective product claims by researching the nonconformance and initiating corrective action to resolve the issue.
  • Managed a staff of 2 Associates to troubleshoot customer complaints for Technical Services Hotline.
  • Provided base level IT support to company personnel Resolved customer complaints and concerns with strong verbal and negotiation skills.

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29. SLA

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average Demand
Here's how SLA is used in Supervisor, Technical Support jobs:
  • Developed inventory kit component process enhancement for Island Pacific Inventory system.
  • Maintain and support SLA's, trouble ticket processing, performance indicators (KPI's) analysis, and technical troubleshooting.
  • Hired and trained qualified associates and built a high performing team that consistently surpassed SLA guidelines by more than 10%.
  • Delivered reports on team performance to management and continually met SLA performance expectations month over month.
  • Launched and implemented new case logging processes, metrics, and SLA's on SalesForce.
  • Controlled and escalated issues guaranteeing Service Level Agreement (SLA) performance and quality productivity.
  • Provide support in the Spanish language as well as translated documents for the company.
  • Implemented and designed SLA's for the entire technical support team.
  • Translated needs into solutions designs for other data center staff.
  • Monitor and report on SLA commitments to upper management.
  • Supported clients in 47 states and the Virgin Islands Experienced in software development management with our team in Bangalore, India
  • Conducted mid- year and end of year evaluations, one on ones, team meetings and monthly SLA report meetings.
  • Engaged the various IT groups in escalations in an effort to achieve resolution within published SLAs.
  • Ensured department SLA's were met on a monthly basis for Help Desk and Client Teams.
  • Worked with downstream support as well as client management to ensure that SLAs were met.
  • Complied with SLAs responding to service issue ticketing and monitoring, and customer communication.
  • Meet all SLAs with regard to Problem Ticket Review/resolution.
  • Implemented rollout of major accounts new to After Hours as it relates to processes and procedures outlined in customer SLA's.
  • Managed workflow team and ensured compliance with SLAs, and supervised staff.
  • Develop and continually improve IT Support Services SLAs, KPIs, departmental policies/ procedures, knowledgebase documentation, and IT self-services.

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30. Daily Operations

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low Demand
Here's how Daily Operations is used in Supervisor, Technical Support jobs:
  • Supervised 18 production support representatives and monitored the daily operations of the account opening process increasing productivity by 17%.
  • Prepared excel spreadsheet with data information of daily operations and communicated information to Vice President of the company.
  • Conducted daily operations of maintaining an infrastructure of 500 plus computers to include the installation of software/hardware.
  • Supervised daily operations in a technical support call center environment.
  • Prepare work flow documentation for daily operations.
  • Assisted with the daily operations, including managing a group of agents who handled calls related to internet broadband technical issues.
  • Manage and complete all necessary room set-ups for daily meetings and events as listed in the Daily Operations/Logistics Report.
  • Managed daily operations, including staffing vs. call volumes for real-time queue management to achieve service level goals.
  • Supervised 4 technicians and assisted the Technical Support Manager in daily operations of the Tech Support Department.
  • Managed daily operations including scheduling, reporting, development, and Tech cross training with Care teams.
  • Supervised help desk staff and the daily operations for a leader in the reinsurance business.
  • Train and coach new employees on daily operations of the department and meeting customer satisfaction.
  • Manage daily operations to ensure consistency and improvement to matrices on a monthly basis.
  • Directed daily operations of department, establishing priorities, and setting deadlines.
  • Motivate staff to complete assigned tasks, projects, and daily operations.
  • Assist staff with daily operations and management of the ticket queue.
  • Managed the daily operations of the Technical Support Department.
  • Monitored daily operations performance and adjusted as necessary to meet service expectations.
  • Executed daily operations of quarry scalehouses.
  • Managed the technical support team and all daily operations Respond to Tier II/III customer concerns/issues as required.

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1 Daily Operations Jobs

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31. HR

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low Demand
Here's how HR is used in Supervisor, Technical Support jobs:
  • Coordinated with customers and internal professionals to cultivate relationships through effective communication.
  • Provide superior customer service through professional and courteous customer relations.
  • Generated repeat business through successful client follow-up.
  • Produced a flexible work shift schedule for the department that would ensure maximum live phone support throughout the day.
  • Managed Business Support operations through the associate training, SOP development, and Business Sales/ Support Collaborations.
  • Provided leadership and management for production support and all HR, Finance and Legal IT projects.
  • Responded to inquiries through phone, mail, email and/or face to face contact with customers.
  • Recommended appropriate paths of success and counseling through knowledge of agent's abilities and desires.
  • Ensured that the points of sale run appropriately in 150 pharmacies throughout Mexico City.
  • Walked large businesses through deploying network solutions, including wireless and hardwired devices.
  • Reduced technical errors by 35% over a three month period.
  • Increased customer satisfaction by 45% over a three month period.
  • Ensured that agents provided excellent customer support throughout the support process.
  • Handle all HR and administrative duties of staff as necessary.
  • Monitor escalation of Tier III issues through resolution.
  • Help callers diagnosing their issue through troubleshooting.
  • Provided computer help desk support thru via telephone communication.
  • Provide professional and timely responses to employees, clients, and other departments inquiries through written and verbal communication.
  • Complete credit card statements and cash reimbursement Consult with HR regarding any matters with personal or hiring as needed
  • Enhanced the customers' experience by promoting brand loyalty through mentorship and training of agent's skillsets.

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32. Customer Care

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low Demand
Here's how Customer Care is used in Supervisor, Technical Support jobs:
  • Trained technicians company protocols, customer care escalation, and troubleshooting techniques.
  • Maximized Customer Satisfaction by new development and training of Customer Care Representatives.
  • Supervised 20+ Customer Care and Technical Support Representatives.
  • Led the Customer Care Support Team in support of the sales and service agents by handling both paper and electronic correspondence.
  • Lead, coach, develop, and improve performance of 12-20 direct reports (Technical Customer Care).
  • Evaluated metrics by customer care specialist: call handle time, willingness to recommend, and customer satisfaction.
  • Performed hardware and software installations and provided high-level customer care, training, and technical support.
  • Addressed escalated technical customer care issues for all wireless (heritage and acquired) markets.
  • Participated in the hiring process for Customer Care by conducting interviews and attending job fairs.
  • Interview, hire, coach, evaluate, and assist in training customer care personnel.
  • Assist with management, and agent training, and development of the Customer Care Department.
  • Generated weekly/monthly revenue reports for Global Customer Care Organization to drive for revenue growth.
  • Demonstrated knowledge high level of customer care principals and practices.
  • Supervised and mentored second tier customer care support team, providing 24/7 client support, in India to resolve global-impact incidents.
  • Inspect commitments, develop de-escalation techniques, and work with a team of customer care and technical support agents.

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33. Corrective Action

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low Demand
Here's how Corrective Action is used in Supervisor, Technical Support jobs:
  • Managed agent performance by identifying improvement opportunities, providing feedback, professional development and corrective action plans.
  • Managed escalated calls and identified corrective actions to identified process breaks.
  • Contributed to identification of department issues, implementation of corrective actions.
  • Administered corrective action plans and subsequent write-ups leading to termination.
  • Maintain accurate attendance records and administer corrective action as needed.
  • Maintain personnel records, implement developmental and corrective action.
  • Conduct performance appraisals and disciplinary/corrective actions when needed.
  • Administer Corrective Action and disciplinary plans.
  • Complete payroll, manage and track PTO usage, administer corrective action and complete quality monitors on all agents weekly.
  • Provide corrective action as necessary for agents not adhering to the rules and guidelines if the company.
  • Follow coaching and documentation process and coaching progressions such as corrective actions, suspensions and terminations.
  • Developed fast response tracking for customer concerns improving response time with corrective action by 30%.
  • Write performance reviews; perform corrective action; interviewing; hire and terminate technical staff.
  • Develop action plans and issue corrective actions as guidelines for performance and attendance.
  • Investigated, diagnosed, and implemented corrective actions for unintended air bag deployment.
  • Provide direction and oversight for employee performance, corrective action, and evaluations.
  • Participate in HR process for staff performance improvement and corrective action plans.
  • Issued performance plans and corrective actions.
  • Issued corrective actions as needed.
  • Administer corrective action as necessary to manage staff performance for continuous improvement.

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34. External Customers

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low Demand
Here's how External Customers is used in Supervisor, Technical Support jobs:
  • Developed, maintained and automated operations metric and reports on a routine basis for internal and external customers.
  • Supervised 12 Customer Service Coordinators who are responsible for assisting both internal and external customers with technical support.
  • Coached, developed and trained a team of customer service representatives to achieve resolution for internal/external customers.
  • Listen to internal and external customers and communicate extremely complex and technical information clearly and concisely.
  • Directed the Customer Support group, assuring effective communication between the laboratory and internal/external customers.
  • Provided periodic reports to TSSC Managers on performance statistics regarding internal and external customers.
  • Monitored and provided feedback on direct reports interaction with internal/external customers.
  • Delivered a superb Customer Experience to internal and external customers.
  • Handle escalated and unresolved calls for internal and external customers.
  • Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact internal and external customers.
  • Researched and created Technical documents for use with internal / external customers, in relation to our product lines.
  • Directed and served as lead expert for technical, sales and applications support to internal and external customers.
  • Analyzed and resolved technical issues for both internal and external customers alike.
  • Provided technical support and assistance to internal and external customers and employees.
  • Analyzed and resolved problems from both internal and external customers.
  • Provided technical support for over 1200 external customers.
  • Provide hardware tech support for external customers.
  • Supported internal and external customers for the legendary Brands of harman/kardon, JBL, Infinity and AKG.

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35. Tcp/Ip

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low Demand
Here's how Tcp/Ip is used in Supervisor, Technical Support jobs:
  • Managed data coordinators and promoted troubleshooting for PC Operating systems, Device management and TCP/IP configuration.
  • Supported new Internet users with simple, understandable instructions for e-mail and TCP/IP set up.
  • Used Network General's Sniffer LAN Analyzer to diagnose TCP/IP network and SNA host problems.
  • Advanced experience with networking configuring TCP/IP, DNS, WINS, and DHCP.
  • Integrated Fuji Synapse PACS networks on TCP/IP 100BaseX Ethernet networks.
  • Managed all network-related issue resolution (Ethernet & TCP/IP).
  • Trouble shooting TCP/IP and various browsers problems.
  • Experienced with the following tools and/or concepts: PC / Mac workstation configuration, Ping/Tracerout, Telnet, TCP/IP.

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36. Computer System

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low Demand
Here's how Computer System is used in Supervisor, Technical Support jobs:
  • Received promotions from Microcomputer Technician, Distributed Computer Systems Specialist, and Distributed Computer Systems Analyst to Technical Support Supervisor.
  • Maintained integrity of inventory by successfully tracking computer systems, replacement parts, and required forms.
  • Conducted PC administration, and investigated and solved unusual computer systems situations.
  • Create documentation on unique computer system and network environments to be referenced.
  • Developed a motion activated security system using low powered SUN computer systems.
  • Maintain, analyze, troubleshoot, repair and move computer systems (servers & workstations), hardware and computer peripherals.
  • Provided comprehensive and in-depth understanding of products, computer systems, and usage of Olympus products in support of outsourced staff.
  • Programmed new and maintained any existing Physical, Logical, Display And Printer Files on the IBM AS/400 Computer System.
  • Analyzed technology needs and made recommendations to management; Maintained Point - of - Sale and all other computer systems.
  • Trained all new help desk employees and consulted with other departments that needed an overview of computer systems and programs.
  • Achieved computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
  • Maintained, developed and installed computer systems for one of the largest theater chains in the nation.
  • Develop and coach a team of 15 technical support representatives on an Aspect computer system.
  • Maintain knowledge of advancing technologies in computer systems and software applications used in the county.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Managed a team of support engineers that provided maintenance for the newspaper computer systems.
  • Identified, researched, and resolved issues using the computer systems.
  • Monitor and maintain the computer systems, networks and printers.
  • Managed ACD, computer systems and other devices.
  • Monitor services using monitoring tools Performed computer troubleshooting Installed and configured various peripheral devices for computer systems.

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37. Customer Escalations

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low Demand
Here's how Customer Escalations is used in Supervisor, Technical Support jobs:
  • Managed and resolved customer escalations with an understanding of company policy and an emphasis on customer satisfaction.
  • Redesigned troubleshooting work processes to reduce customer escalations and improve overall customer experiences.
  • Handle and resolve critical customer escalations by engaging inter-departmental resources.
  • Resolve customer escalations and provide feedback and coaching as necessary.
  • Partnered with network team members to successfully resolve customer escalations.
  • Maintained awareness of critical account status and handled customer escalations.
  • Resolve customer escalations to management level.
  • Handled Corporate and management customer escalations.
  • Assisted with Customer escalations, Skilled in advanced troubleshooting with all types of remotes, customer equipment and set top
  • Supervised teams of 15 to 20 care agents in resolving customer escalations and providing world class customer service
  • Managed conflict within team as well as customer escalations, communicated with managers and assisted with Queue.
  • Handle customer escalations and provide resolution for any and all issues.
  • Handled all customer escalations with technical issues for my team.
  • Key Accomplishments: Professionally handled customer escalations involving complex voice and data products and services.

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38. Technical Assistance

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low Demand
Here's how Technical Assistance is used in Supervisor, Technical Support jobs:
  • Performed Signal support functions, to include providing technical assistance and training for user owned and operated automation and communications equipment.
  • Provided technical assistance and unit level training for automation, communication, and user owned and operated signal equipment.
  • Supervised a department of 35 representatives with a specialization in technical assistance, new technology and installation activation.
  • Provide technical assistance to service technicians and engineers doing installations and service work at customer locations.
  • Deliver technical assistance relying on instruction and previously established guidelines.
  • Provided technical assistance to manufacturing and packaging departments.
  • Provided technical assistance to domestic and international groups.
  • Provide supervision, performance planning, salary reviews, technical assistance / training for service engineers and customers.
  • Served as Management Lead for 15+ Customer Service Representatives, providing technical assistance to mobile phone users.
  • Provided technical assistance and customer service to students with computer or software related problems and questions.
  • Managed a team of fifteen customer service representatives; providing technical assistance to mobile phone users.
  • Lead team to provide technical assistance for the MyWebsite Content Management System (CMS).
  • Supervised a staff of support representatives providing technical assistance to 150 branch offices.
  • Trained personnel in proper customer service call handling, and technical assistance procedures.
  • Staffed 20 employees on evening shifts and weekendsOffered support and technical assistance to customersTook escalated calls and irate customers
  • Provide VTC scheduling and technical assistance NTDR (Network Management Terminal ) operator

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2 Technical Assistance Jobs

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39. Day-To-Day Operations

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low Demand
Here's how Day-To-Day Operations is used in Supervisor, Technical Support jobs:
  • Performed interaction with cross functional support groups in order to manage the day-to-day operations.
  • Supervised day-to-day operations for supporting and implementing Maximo, EAM application.
  • Managed the day-to-day operations and performance of a team of 10-13 technical support employees thru coaching, training, and development.
  • Manage the day-to-day operations for the group responsible for WAN Operations of the multi-service state wide network.
  • Provide day-to-day operations management to make sure quotas and service is completed on time with world-class quality.
  • Coordinate and directed the day-to-day operations of the IT Support Center.
  • Manage the day-to-day operations of the IT Support Division.

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40. Hardware Issues

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low Demand
Here's how Hardware Issues is used in Supervisor, Technical Support jobs:
  • Provided technical support for network/hardware issues.
  • Support provided by telephone and live web chat for networking, software, and hardware issues.
  • Handled all escalated software and hardware issues that could not be resolved by my senior techs.
  • Work to drive cross-business solutions for application and hardware issues across multiple teams and divisions.
  • Assisted users with second level software and hardware issues.
  • Helped to troubleshoot connection issues and hardware issues.
  • Solve connection, software and hardware issues.
  • Researched and responded to hardware issues in a timely manner to ensure transaction processing.
  • Resolve software and hardware issues for internal Cox customers via deskside and phone support.
  • Provided minor support hardware issues (i.e.
  • Maintain software hardware issues Responsible for all customer services inquires Developed Sales Programs Service of media platforms Ran marketing operations management

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41. Technical Training

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low Demand
Here's how Technical Training is used in Supervisor, Technical Support jobs:
  • Administer advanced technical training in classroom and virtual environments and administer first level internet support training to new department members.
  • Administered and assisted with technical training, system testing, identification and documentation of enhancement requirements and provided user documentation.
  • Developed and improved technical training process and documentation, departmental policies and procedures.
  • Direct liaison with manufacturers for vendor-specific technical training and information.
  • Organized and presented technical training to various internal/external groups.
  • Facilitated internal technical training workshops.
  • Developed technical training to help provide immediate feedback to customer care in reference to M&P's.
  • Served as Technical Training Instructor and Repair Technician of new and existing FDA regulated hospital equipment.
  • Provide technical training, upkeep, and knowledge transfer with engineering teams.
  • Conducted technical training and held monthly meetings for department managers.
  • Planned, coordinated, and conducted regular technical training sessions.
  • Assisted with technical training of new technical support personnel.
  • Created; implemented technical training of new staff.
  • Assisted with and developed technical training and documents.
  • Develop and deliver technical training and training materials Responsible for implementing internal knowlegebase for use by all customer service representatives.

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42. DSL

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low Demand
Here's how DSL is used in Supervisor, Technical Support jobs:
  • Provided system troubleshooting for Cable/DSL connectivity, and LAN/WAN Administration.
  • Understand testing techniques for Transport Mediums such as DSL, Cooper Loops, Ethernet over Fixed Wireless, T1/T3 loops.
  • Provide Technical support to subscribers with Internet, E-mail, DSL, Wireless and Website Issues.
  • Assisted DSL customers with installs, maintenance and troubleshooting while recording steps taken in remedy.
  • Assist with setting up ADSL modem / Customer-owned routers with correct ISP connection setting.
  • Manage a team of technical support representatives supporting AT&T DSL subscribers.
  • Identified and resolved ADSL issues such as sync and routing issues.
  • Oversee the maintenance of complex local/wide area (ADSL) networks.
  • Performed Technical Support for ADSL Installation, Provisioning and Problem Solving
  • Provided technical support ATM and DSL networks.
  • Assisted customers with DSL connection issues.
  • Network Troubleshooting: ADSL, Windows 2000/2003 servers, CISCO 7200 routers, Sonicwall routers and many other 3rd party routers/switches.
  • Lead the level two support team in the Tempe call center supporting 2Wire brand triple play DSL products.
  • Provided technical support for DSL Clients Troubleshoot connectivity issues with Win.
  • Provided technical and customer support for MCI Dialup and DSL customers.
  • Identified and resolved DSL issues with no synch or routing.
  • Installed dialup/DSL modems and modem software.
  • Configured DSL/CELL Pipes (COE & CPE), CISCO switches & routers, Paradynes & Telindus

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43. Unix

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low Demand
Here's how Unix is used in Supervisor, Technical Support jobs:
  • Lead UNIX administrator responsible for training new System administrators.
  • Managed 30 to 34 technicians in a help desk & UNIX system environment in a fast pace technical environment.
  • Supported UNIX systems (AIX and SCO UNIX) via phone and remote access for customers nationwide.
  • Provisioned users on Unix for email on the Blackberries and rim 950 series pagers.
  • Participated in the conversion from a VAX/VMS platform to a Unix platform.
  • Supported a Unix based Group IV fax image network for transmitting documents.
  • Installed and maintain Digital UNIX Cluster (ASE) for ERP system.
  • Researched and justified purchase of new UNIX systems for project.
  • Developed and executed UNIX shell scripts and VMS command procedures.
  • Managed and configured Linux, Unix and Windows Servers.
  • Supported customer systems using MS Dos and Unix.
  • Led project to convert and merge Novell systems into Windows NT and Unix infrastructure.
  • Supported enterprise application rollouts and upgrades for Microsoft, UNIX, Apple NOS.
  • Maintained 130 SCO Unix parts lookup systems.
  • Managed team of 11 UNIX, Wintel, DBA, and HP Nonstop technical resources.

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44. PCS

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low Demand
Here's how PCS is used in Supervisor, Technical Support jobs:
  • Maintained demonstration PCs and supervised Resource Technicians.
  • Assembled resources and managed the planning, ordering, implementation, and deployment of over 400 PCs throughout Palm Beach County.
  • Lead migration project Windows XP to Windows 7 OS for some 500 desktop and laptop PCs within Memphis plant.
  • Installed and set up laptop and desktop PCs and peripherals such as printers, scanners etc.
  • Provided instruction in the use of PCs, peripherals and various software applications.
  • Managed over 80 Workstations, which included a combination of Mac and PCs.
  • Provided maintenance for all departmental PCs and ensured that PC systems ran smoothly.
  • Set up and maintained desktop and laptop PCs printers and other peripherals.
  • Lead and administer corrective action process, and Sprint PCS policies.
  • Installed, configured and upgraded PCs in the computer lab.
  • Provided support for AS/400, 150+ PCs, three NetWare file servers and an older VAX system.
  • Provide support for VoIP platform, WiFi, dial up and all wireless PCS services to corporate customers.
  • Detailed knowledge and administration on PCs, Windows OS, MAC OS, and applications to these OS.

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45. Company Policies

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low Demand
Here's how Company Policies is used in Supervisor, Technical Support jobs:
  • Monitored all attendance logs and administered disciplinary action consistent with established company policies.
  • Provide management support to customers in technical support within company policies and guidelines.
  • Support and encourage all company policies with disciplinary actions as required.
  • Give additional training to agents when necessary, and update the agents when changes occur in the company policies and/or guidelines.
  • Enforce company policies and hold agents to a high standard of performance through developmental coaching and corrective action.
  • Adhered to all company policies keeping team up to date on any changes and/or provide training if needed.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Performed weekly quality analysis of all team members to ensure adherence to all company policies and procedures.
  • Implemented company policies, technical procedures and reports to the customer on tickets and support issues.
  • Enforced company policies, procedures adherence and disciplinary actions in a fair and consistent manner.
  • Administered company policies to all employees in a fair and consistent manner.
  • Interpreted and communicated work procedures and company policies to staff.
  • Ensured all training materials were in compliance with company policies.
  • Trained employees on work and safety procedures and company policies.
  • Trained employees in job duties or company policies.
  • Ensured adherence to company policies.

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46. Level Support

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low Demand
Here's how Level Support is used in Supervisor, Technical Support jobs:
  • Provided technical and supervisor level support via telephone.
  • Oversee all operations and functions for IT in the Contact Call Center operations providing Tier 1-3 level support of 1500 users.
  • Supervised a large team of technical support representatives, provided second and third level support via e-mail, fax and phone.
  • Second level support for customers, Helping/Coaching Tier 1 Techs fix PC problems before sending it to tier 2.
  • Managed 2nd level support team of seven, and serviced a large population in an academic setting.
  • Supervised third-level support center that addressed all escalated calls and handled all OEM customers.
  • Researched, interviewed, hired first level support technicians for EasyStreet Support Department.
  • Provide high level support and consultation to service support personnel and customers worldwide.
  • Managed call center, handled escalations and 2nd level support
  • Provided top level support to other support technicians.
  • Provided high level support for machine breakdowns.
  • Assisted customers technically for next level support.
  • Developed a multi-level support group supporting 3 different languages while continually striving to improve customer service and efficiency levels.
  • Worked with 2nd level support for irresolvable issues and had excellent reviews from management.
  • Manage the IT Help Desk; provide Sr. level support and expertise.

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3 Level Support Jobs

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47. Sharepoint

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low Demand
Here's how Sharepoint is used in Supervisor, Technical Support jobs:
  • Design and implement SharePoint form standardization.
  • Collaborated with the SharePoint team to identify strategies to increase site traffic by automating processes and employing a custom user-friendly interface.
  • Provided Technical Training for multiple departments on current technology, including MS Office, MS SharePoint and other collaboration tools
  • Improved compliance monitoring and documentation utilizing SharePoint, Access, and ID Point.
  • Increased Asset Management database performance by migrating from MS Access to MS SharePoint.
  • Maintained a Microsoft Sharepoint organizational site.
  • Train different department leads on SharePoint usage and site customization In charge of the installation of the new Medical Examiner Application.
  • Administered the Technical Support Sharepoint site, working to create paperless forms as well as house documentation.
  • Administered Microsoft Office Sharepoint site and authored new and revised work area instructions and procedures.

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48. Process Improvement

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low Demand
Here's how Process Improvement is used in Supervisor, Technical Support jobs:
  • Develop and implement policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Managed five support engineers for resolution of customer product complaints and supported engineering process improvements.
  • Managed several process improvement and business process re-engineering efforts from end to end.
  • Elicit continuous process improvement ideas from customer facing teams.
  • Led efforts to refine and implement engineering process improvements.
  • Identify account opportunities as needed and create process improvements.
  • Fostered an environment which encouraged continual process improvements.
  • Identified inefficiencies and made recommendations for process improvements.
  • Provide research and recommendations for process improvements.
  • Reviewed and checked calls for quality as well as gave direct feedback to techs on scripting changes and process improvements.
  • Created and delivered Statistical Process Control (SPC) / Six Sigma charts as part of identifying process improvements.
  • Engaged team members through regular team meetings, process improvement discussions, follows-up on suggestions, and regular communication.
  • Process improvements in the areas of: interview procedures, performance evaluation guidelines, and revised job descriptions.
  • Maintained consistent 93 percent 1st touch resolution rate by creating process improvement and leveraging team skills.
  • Point for process improvement in remarking accounts saving 30 seconds per call.
  • Facilitated team meetings to develop process improvements and update them on changes.
  • Scheduled staffs offline work and provided assistance on process improvement projects.
  • Implement action plans and process improvement strategies to increase performance.
  • Support process improvement through familiarization with all department workflows.
  • Partner with IBOs to resolve escalated situations * Educate and coach staff for future career growth *Monitor metrics and drive process improvements

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49. Performance Goals

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low Demand
Here's how Performance Goals is used in Supervisor, Technical Support jobs:
  • Evaluated daily performance and provided constructive feedback to ensure the attainment of performance goals and exceptional customer service.
  • Set and reviewed annual performance goals and self-improvement initiatives to provide career advancement for my direct reports.
  • Review statistics of help desk employees and meet with them on a regular basis to work on performance goals.
  • Promoted to Inbound Contact Center Supervisor due to abilities to consistently exceed performance goals.
  • Set priorities for the team to ensure task completion and performance goals are met.
  • Led team towards exceptional performance goals, with an emphasis on quality and consistency.
  • Manage direct staff of 6-8 team managers ensuring they exceed standard performance goals.
  • Supervised a team of 10-12 customer service representatives to exceed performance goals.
  • Established performance goals and reviewed progress daily with team and senior management.
  • Manage and motivate call center staff to meet customer service performance goals.
  • Ensured that the team was continuously performing above performance goals.
  • Monitor and meet defined performance goals.
  • Conduct bi-annual performance evaluations for each analyst to make certain that individual and team performance goals are being achieved.
  • Developed, wrote and implemented performance goals and objectives for the frontline support group.
  • Improved processes of capturing data, reduced calltimes, and met performance goals.

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50. Customer Base

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low Demand
Here's how Customer Base is used in Supervisor, Technical Support jobs:
  • Provide ongoing technical support to global customer base in response to high-volume telephone and e-mail request for installation and troubleshooting assistance.
  • Provided specialized Unix System Administration training classes and consultation services for new and existing customer base throughout North America.
  • Provided technical support for a specialized customer base for network software deployment.
  • Developed communication vehicles to effectively deliver content to customer base.
  • Manage a team of 25 technicians, making sure they have the knowledge and training needed to help our customer base.
  • Tasked with working across wide range of customer base, sales staff, and technical engineers to ensure customer satisfaction.
  • Maintained a database of static IP addresses through QIP that were utilized by our customer base.
  • Enforced policies and procedures of the department while offering high end support to customer base.
  • Handled all aspects of porting and activating new lines for customer base of 225,000 subscribers
  • Provided shipping system technical support to customer base throughout Colorado, Wyoming and Montana.
  • Concentrated on maintaining and growing customer base by providing quick response to issues reported.
  • Supervised help desk and supported pharmacy customer base; approximately 1,000 customer sites.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Assisted in the deployment of new software releases to customer base.
  • Maintain internet, television, and phone services for customer base.
  • Possess high quality customer service skills to customers while handling techni- cal support issues involving T-Mobile and customer base
  • Frequent travel nationwide to setup, train and support customer base

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Supervisor, Technical Support Jobs

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20 Most Common Skills For A Supervisor, Technical Support

Customer Service

22.8%

Technical Support

15.0%

Computer Hardware

10.2%

Phone Calls

6.2%

Internet

5.0%

Email

4.8%

Performance Reviews

4.6%

Desktop

4.2%

Trouble Tickets

4.0%

Key Performance Indicators

3.1%

Windows XP

2.9%

Direct Reports

2.6%

Helpdesk

2.3%

Setup

2.1%

Active Directory

1.8%

Verizon

1.8%

Disciplinary Actions

1.8%

Service Levels

1.6%

Voip

1.5%

Mac

1.5%
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Typical Skill-Sets Required For A Supervisor, Technical Support

Rank Skill
1 Customer Service 17.0%
2 Technical Support 11.2%
3 Computer Hardware 7.6%
4 Phone Calls 4.6%
5 Internet 3.7%
6 Email 3.6%
7 Performance Reviews 3.4%
8 Desktop 3.2%
9 Trouble Tickets 3.0%
10 Key Performance Indicators 2.3%
11 Windows XP 2.2%
12 Direct Reports 1.9%
13 Helpdesk 1.7%
14 Setup 1.5%
15 Active Directory 1.4%
16 Verizon 1.4%
17 Disciplinary Actions 1.3%
18 Service Levels 1.2%
19 Voip 1.1%
20 Mac 1.1%
21 OS 1.1%
22 Action Plans 1.1%
23 Software Applications 1.1%
24 Knowledge Base 1.1%
25 QA 1.0%
26 SQL 1.0%
27 Problem Resolution 1.0%
28 Customer Complaints 1.0%
29 SLA 0.9%
30 Daily Operations 0.9%
31 HR 0.9%
32 Customer Care 0.9%
33 Corrective Action 0.9%
34 External Customers 0.9%
35 Tcp/Ip 0.9%
36 Computer System 0.8%
37 Customer Escalations 0.8%
38 Technical Assistance 0.8%
39 Day-To-Day Operations 0.8%
40 Hardware Issues 0.7%
41 Technical Training 0.7%
42 DSL 0.7%
43 Unix 0.7%
44 PCS 0.7%
45 Company Policies 0.7%
46 Level Support 0.7%
47 Sharepoint 0.7%
48 Process Improvement 0.6%
49 Performance Goals 0.6%
50 Customer Base 0.6%
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18,289 Supervisor, Technical Support Jobs

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