Technical Support Supervisor

Aspira provides connected experiences for the outdoor recreation industry. Our comprehensive suite of reservation and licensing technology and solutions support federal, state, provincial, and local government park, campground, and conservation agencies, conveniently connecting them with outdoor adventure seekers from around the world. Aspira is headquartered in Dallas, TX with eight offices worldwide. For more information, please visit AspiraConnect.com.

Aspira is seeking an experienced Technical Support Supervisor who is self-motivated and looking to grow professional in the Information Technology and Customer Service field.

Summary:

The Technical Support Supervisor is responsible for overseeing the Technical Support team’s daily activities including the documentation, troubleshooting and resolution of network, hardware, software, application, technical, and customer service-related issues. Manages scheduling and organizing team members to meet the needs of the company and department. Will document, analyze, and report on daily issues, policies, and procedures. Responsible for developing clear strategies and goals to improve efficiencies and provide an exceptional level of customer support.

Essential Duties and Responsibilities:

• Supervise, schedule, and direct a high-performing technical support department consisting of geographically distributed team members.
• Actively participate in continuous improvement and alignment of the department.
• Responsible for performance management, including skill development, training plans, and coaching team members.
• Provide resolutions to issues in accordance with service level agreements.
• Oversee daily Technical Support activities.
• Instill a customer service culture that drives an elevated level of both employee and customer satisfaction.
• Act as a point of escalation.
• Interface directly with both customers and internal departments to advocate on behalf of customer needs.
• Represent the support team in a professional manner on client facing calls.
• Ensure appropriate staffing levels and manage schedules to ensure optimal coverage.
• Generate and deliver effective key management reports, project updates, and progress reports.
• Work closely with other departments (e.g., product, development, sales, consulting) to provide feedback, develop processes, and ensure a great customer experience.
• Implement comprehensive training plans to increase team skill sets including coaching and mentoring programs.
• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
• Evaluating point of sale related hardware and software including PCs, tablets, mobile devices, printers, scanners, swipes, cash drawers, switches, routers, modems, network related equipment, operating systems, firmware, and custom software.
• Basic network troubleshooting,
• Maintain advanced knowledge of products and/or services.
• Actively monitor case workload and drive closure within SLAs.
• Take on additional responsibilities and projects as needed.

Qualifications

• Ability to develop and coach team members.
• Experience in workforce management planning, implementation, and oversight.
• Excellent problem-solving, communication, documentation, interpersonal skills, and patience.
• The ability to work in a team environment and ensure cohesive workflows between interdepartmental teams.
• Technology background or strong personal interest in technology.
• Ability to troubleshoot and resolve difficult problems.
• Effective communication skills that can be tailored to the client’s needs.
• Ability to learn quickly in a self-directed environment with minimal supervision.
• Customer and team focused attitude.
• Ability to adapt to change.
• Strong organization and time management skills.
• Function professionally in a corporate environment.
• Ability to change priority and go from task to task quickly and efficiently.
• Ability to manage multiple high priority issues simultaneously.

Education and Experience

• IT Certification(s) such as: CompTIA (A+ Certification, Network+ Certification) Microsoft Role-Based Certification or equivalent certification/experience.
• Degree in IT/Computer Science or related technology field, or equivalent experience.
• 2+ Years of staff management experience.
• 2+ Years of relevant experience in the IT/Customer Service field.
• 2+ years providing hardware support.
• 2+ years providing home/small office network support.

AspiraTM is an equal opportunity/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.