Tier 3 Technical Support Supervisor

Velocitor Solutions

Charlotte, NC

Full-Time

Job Description

We are seeking a dynamic Tier-3 Technical Supervisor to lead our support team in efficiently resolving escalated technical and non-technical issues while maximizing team performance. The ideal candidate will possess strong leadership skills, a hands-on approach to problem-solving, and a deep understanding of software code and database modifications. With a focus on ensuring issues are addressed within the support team's capabilities and only escalated when necessary, this role plays a pivotal role in maintaining seamless support operations.

Summary of Position:

The Tier-3 Technical Supervisor will supervise the handling of escalated technical issues as well as non-technical issues and all people-related activities to ensure the maximum performance of all support team members. Ensure all issues are handled in support and only escalated when a developer is needed to fix code in the software or database modifications. It is expected for the Tier-3 Technical Supervisor to be hands on handling escalations alongside the team.

Responsibilities:

Tier-3 Technical Support Supervisor

Oversee all people-related activities including overall day-to-day operations, performance reviews, compensation reviews, career management and goal setting for all assigned employees in partnership with Human Resources.
Ensure all support issues are handled in support. Understanding any issues that are escalated outside of support and work to prevent future instances.
Work closely with Quality Assurance and Project Services teams and leadership. Ensuring Tier 1, Tier 2 and supervisors are aware of any software changes.
Ensure technical and non-technical training is coordinated for all support specialists and facilitate training, as needed.
Ensure that voice of the customer feedback is provided to the project services team for future product enhancements.
Provide ongoing coaching and resolution of technical and non-technical issues including employee relations issues, client feedback and management feedback.
Development and utilization of SQL queries for technical investigation. Review log files for relevant troubleshooting information.
Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer.
Documenting internal department interactions in JIRA Client Portal
Identify defect trends and recommend process improvements.
Directly reduce the number of production issues that are escalated to development.
Available to be on call during non-business hours on a rotational basis

Education, Experience and Skills Required:

Previous management experience in a Call Center or Help-Desk environment or equivalent professional environment.
Bachelor’s Degree in Computer Science, Information Systems or related experience.
10+ years’ experience in a Tier-2 (or higher) application support environment.
10+ years’ experience working in SQL environments, specifically working with queries of existing databases.
Ability to analyze performance metrics and execute upon recommendations and solutions to maximize performance of staff members.
Proven experience with text editors/log viewing tools.
Ability to multi-task within a dynamic environment.
Highly detail oriented.
Combination of business acumen and technical skills
Ability to interact with all levels within the organization.
Development background/training a plus.
Experience with Fleet Solutions and Mobile Applications a plus

Working conditions:

In Office
Rotation of on-call for after hour/weekend escalations.
Although this position generally works regular office hours, after hours and weekend work is required based on project and client needs.
This position will be provided a desktop, laptop and company phone
Dress is business casual
Occasional travel may be required (less than 5%)