Job Details:
Technical Support Supervisor:
Role Responsibilities:
o Responsible for overseeing technicians diagnosing, accurate transfer,providing resolution, generating revenue through cross selling/up selling.
o Spend most time coaching, mentoring; call monitoring, and ensuring solid communication across entire team.
o Ensure that technicians are current with the latest upgrades and/or new releases.
o Receives assignments in the form of objectives. Provide guidance to employees in meeting objectives.
o Work is reviewed by management. Administer company policies that directly affect subordinate employees.
o Assist technicians to achieve the highest level of performance against the departmental standards through monitoring, coaching and counseling.
o Assists the Area manager to assure that performance goals as defined in the operational/financial plans are successfully achieved.
o Focus on driving results and developing as a leader.
o Works with AM to develop leadership, coaching and mentoring skills.
o Takes feedback constructively and is focused on meeting results.
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Qualifications
Requirements:
o Dependable attendance is a requirement of the job Resolve escalated technical/customer satisfaction issues to ensure a quality support environment and maximize customer based satisfaction.
o Provide training to staff and functional groups to assure quality support to customers.
o Coordinate tasks of technical support team to keep work flow consistent.
o Provide coaching, guidance and direction to maximize team effectiveness and productivity. Responsible for the successful achievement of the goals for Productivity and effectiveness as defined in the Operational and Financial plans.
o Provides status reporting to Area Managers.
o Works to develop key partnership with TSS team and CE Coaches to best leverage resources to assist in building Customer and Technical Skills alike.
o Solid understanding of customer service delivery and relationship to Dell success.
o Knowledge of product line and technical knowledge,
o Able to motivate/lead groups to accomplish overall goals.
o Developing leadership, management and coaching skills.
o Expert customer service improvement skills.
o Makes significant contributions to improving service/contribute to overall success of Dell...
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