Randstad Technical Support Supervisor in Bothell, Washington
Technical Support Supervisor
Friday, October 14, 2016
Randstad Technologies is seeking qualified candidates for a permanent role in Bellevue, WA.
Technical Support Department. Provides world class customer support and service. A hands-on leader who is technically savvy, can work well with all levels of the team and clients customers.
Plans, organizes, schedules and supervises the da y to day technical support operations, which encompasses all troubleshooting, customer service issues, approvals, RMA and break fix
Monitors and manages the support ticket queue. Ensures SLA s are met
Collaborates with other departments as appropriate, i.e. Sales, Operations, Product Management, Engineering, on issue identification and resolution. Facilitates the issue resolution process, as well as internal and external communication and documentation of resolution status and progress
Works with other departments, i.e. Sales, Operations, Product Management, Engineering, on identifying and ensuring product design or any other issues are tackled and corrective action is taken
Fosters good customer relations and service at all times
Measures, monitors and maintains customer service and satisfaction
Manages, follows up and maintains all service contracts/agreements and warranties
Manages service parts inventory
Manages, monitors and maintains the knowledge database
Develops and maintains department policies, procedures and processes, as required
Leads, manages, develops, trains and reviews performance of staff, as required
Manages and schedules training and development for the technical support teams for new products and services, skills enhancement etc.
Ensures all employee issues and concerns are addressed in a timely manner, encourages involvement from all staff and fosters a positive team environment
Knowledge & Skills:
Excellent management skills with the ability to assign and monitor work. Excellent knowledge of customer service procedures and practices
Excellent writing, editing, communication and interpersonal skills required
Excellent time management, decision-making, presentation, human relations, and organization skills
Excellent knowledge of all customer support areas including scheduling staff for handling calls / tickets and developing policies and procedures for improvement of customer services activities
Strong hardware and software knowledge, Familiar with the following:
Workstations and rack mount server hardware.
BIOS and RAID Configurations.
Windows operating systems, Linux operating systems including, BSD; Red Hat; Fedora; SUSE; Centos; Ubuntu and Debian
Education Minimum Requirements/Equivalent:
Bachelor s degree preferred. Typically requires a minimum of three years in a customer service environment and one to three years of customer/technical support management experience.