Technical Support Supervisor Resume Sample
Lilyan Lesch
854 Schamberger Summit,
San Francisco,
CA
+1 (555) 701 6652
Work Experience
Technical Support Supervisor
06/2015
-
PRESENT
Phoenix, AZ
- Managing a team of representatives
- Attending multiple project calls
- Helping with escalations
- Maintaining relationships between different vendors and product lines
- Identifying and reporting on going issues in Converge and other vendors systems
- Assure prompt and accurate processing of customer requests for support. Responsible for metric reviews with team to improve process and customer experience
- Daily technical support for all International dealers & customers. Technical Support in Europe and Asia
- Direct and monitor technical support technicians to assure that customer issues are promptly and accurately resolved through the application of sound trouble shooting techniques and correct product knowledge
- Effectively evaluate and recommend support solution paths and make decisions based on customer needs, service level goals, revenue objectives, and expense control guidelines
Product Technical Support Supervisor
12/2009
-
01/2015
Los Angeles, CA
- Recognizes training needs, develop programs and deliver/coordinate product and skill training for support staff. Develop documentation and maintain training records, monitor and validate staff effectiveness
- Coordinate day to day functions within technical support to assure that calls are answered, requests for information and assistance are resolved, RMA and orders for spares are processed by appropriate personnel and request for repair services are handled by appropriate personnel
- Supervise team member activities to assure customer contacts are handled (calls answered, email replies sent), production goals and service level goals are achieved, and contact quality is assured
- Support sales team on service leads and products warranty issues
- Contacts customers as a point of escalation to resolve case issues. Considers ramifications of quality issues, key customer relationships, and service performance to pursue necessary corrective actions, as well as advising sales and service management team where required
- Prepare and maintain all training modules and deliver technical presentations to employees, customers and dealers. Create technical bulletins and distribute to all service groups
- Provides feedback to manager regarding trends, issues, training needs, etc
- Facilitates majority of new technical support training and cross-training
- Provides programmers and team leaders with a precise understanding of user's issues when the problem needs to be escalated to a higher level. When necessary, provides internal contacts with documentation on the customer’s issue
Services Technical Support Supervisor
01/2005
-
09/2009
Los Angeles, CA
- Manages day to day operations of support desk, including scheduling, vacations, etc
- Coordinates resources to achieve departmental and company goals such as case closures, response times, and special customer facing projects
- Effectively communicates company and departmental goals to all direct reports
- Serves as point of contact for daily client interaction, as necessary
- Responsible for reviewing current call volume distribution to determine appropriate staffing levels. This also includes reviewing client call volume forecasting to determine future staffing requirements
- Responsible for assessing quality metrics, identifying areas of improvement and implementing department processes in conjunction with Manager of Support, to achieve improvement
- Responsible for Customer Escalations and informing the Technical Support Manager of these situations
- Call Center or Management experience
- Proficient with all Microsoft Office packages
Education
Siena Heights University
1999 - 2004
Bachelor's Degree in Biology
Professional Skills
- Excellent commercial and people skills, analytical and problem solving skills, combined with the ability to provide quick resolution to problems
- Effective Communication Skills--Communicates clearly and concisely using effective interpersonal and influencing skills both verbally and in writing
- Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
- Skills or experience using Microsoft Office applications including Outlook, Word, Excel, MS Project, and Access
- Strong communication skills with the ability to have difficult conversations with both team members and the business as needed
- Experience in a call center environment with demonstrated leadership experience
- Forecasting & Analytical Skills
How to write Technical Support Supervisor Resume
Technical Support Supervisor role is responsible for training, customer, english, languages, communications, manufacturing, finance, integration, security, telecommunications.
To write great resume for technical support supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Supervisor Resume
The section contact information is important in your technical support supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Technical Support Supervisor Resume
The section work experience is an essential part of your technical support supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous technical support supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technical support supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Supervisor resume experience can include:
- Demonstrate expert customer service skills
- Demonstrate above average written and other communications skills
- Excellent written and verbal communications skills – fluent in English
- Effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing
- Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis
- Reassign cases and filter reassignments per agents’ knowledge and skills, to insure a fast and easy resolution
Education on a Technical Support Supervisor Resume
Make sure to make education a priority on your technical support supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical support supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Technical Support Supervisor Resume
When listing skills on your technical support supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical technical support supervisor skills:
- Good decision-making,IT, and cross-departmental skills
- Excellent verbal and written communication in English and presentation skills with MS office proficiency
- Management experience in a technical support environment, with advanced customer interaction skills
- Provides and/or coordinates training on GMP, procedures, company policies, job skills, and safety in accordance with company training guidelines
- Verbal and written communication skills, self development orientation, initiative, delegation, development of subordinates and setting of work standard
- Proven 2+ year’s customer service & troubleshooting experience
List of Typical Experience For a Technical Support Supervisor Resume
1
Experience For IT Technical Support Supervisor Resume
- Acts as point of escalation to effectively resolve customer complaints by exception
- Coordinate and facilitate product training, process training and skill training for the team
- Experience working in a call center or technical support
- Experience conducting performance reviews
- Experience in coaching and staff development is mandatory
- Enable, engage, and develop a high talent, long term retention, team of engineers with the customer's success as their highest priority
- Review, develop, update and propose new policies and procedures that benefit the department and improve efficiency and customer experience
- Conduct and ensures effectiveness of weekly 1:1 sessions, weekly Huddles and monthly team meetings within his team members
- Demonstrated Leadership abilities and be achievement oriented
2
Experience For Product Technical Support Supervisor Resume
- Supervisory or team lead experience in the IT customer support industry
- Workforce planning, goal setting, performance management, coaching, training, and development plans to ensure accomplishment of work objectives
- Ensure the team is using the CRM tools correctly and provide coaching or training as necessary
- Teamwork--Actively promotes learning among the team, resolving conflicts, building appropriate alliances and networks and contributes fully as a team member
- Produce hourly and daily reports on stats, including analysis of all queues and trending, on case transfers and on case reassignments
- Insure trainings on queue management, reporting, analysis, alerts coding and replies, and communication with technical advisors
- Manage the incoming queue of technical cases from our customers, related to our Microsoft services, notably Office 365
3
Experience For Frontline Technical Support Supervisor Resume
- Manage the technical advisors’ availabilities to take incoming cases from our customers, to ensure that the queues are free and to reach daily targets
- Provide support to the team to resolve difficulties encountered during daily operation
- Work closely & proactively with PMO & System Integration , Field Service and Hotline team on Technical Support, Project Pilot & rollout and Training
- Cost saving to lower daily operation cost
- Initiate RRCA’s and create recommendations for mistake proofing and tools
4
Experience For Services Technical Support Supervisor Resume
- Develop a stable, talented, successful and motivated team striving for high customer satisfaction and continuous improvement
- Actively partner with senior leadership to establish, implement and monitor objectives for driving business results
- Drive performance management, calibration of performance evaluations, career planning
- Be role model for the knowledge sharing mindset and the adopted knowledge management methodology (KCS)
- Periodically review existing procedures (SOPs) to ensure compliance with current practice and Sensitech’s Quality System
5
Experience For Online Technical Support Supervisor Resume
- Maintain process for accurate account of work completed and parts utilized for billing purposes
- Align team training based on technology requirements
- Ensure that appropriate staffing and career development plans are in place
- Ensure all new processes are seamlessly transitioned by following transition rigor with the Business Stakeholders
- Ensure that there are cross-training and back-up plans for the agents within his/her span
- Promote training, personal growth, professional development, career progression and teamwork of Tier 1 agents
- Review best practices in team and encourage knowledge sharing to enable common standard and resolution of issues
- Participate in the hiring of new employees
6
Experience For Elavon Software Technical Support Supervisor Resume
- Lead, direct, evaluate, and develop support team staff through focused training to ensure that users receive competent and timely service
- Analyze support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved
- Thrives in a fast paced and constantly evolving environment
- Coach and provide technical training to Service Desk team
- Act as a backup of the Service Desk Manager during absence
- Support the Manager of the team on planning organization, administrative tasks and day to day activities
- In depth knowledge of Fire monitoring systems and NEC/NFPA regulations for their operation and maintenance
7
Experience For Shift Technical Support Supervisor Resume
- Experiment, test, diagnose, troubleshoot complex cutting edge electro-mechanical and computerized systems
- Work minimal 2nd level rotational on-call responsibilities during nights/weekends
- Monitor ticket volumes and contribute to the respect of our service level agreement
- Act on availability and incidents alerts and manage the queue traffic
- Notify supervisors and coordinators, in case of an overload, if there is a need to call in backups and to request overtime from technical advisors before or after their shifts
- Report supervisors and management in real time to assess any emergency situations and irritant behaviors, such as work avoidance, unavailability abuse and selective case choices
8
Experience For Hvac-technical Support Supervisor Resume
- Manages technical support team’s priorities and assigns tasks to appropriate personnel
- Ensure alignment with the Technical Support business strategy. work closely with global peers to drive global organizational effectiveness
- Facilitate communication and support, and notify technical specialists if other technical advisors require assistance during their calls
- Give pointers to technical advisors on how to handle certain cases while reassigning them
- Assess agents-related emergency situations when supervisors and management are not available
- Carry out all other tasks related to the department’s operations per the department’s needs and evolution of the position
- Report supervisors and management in real time to assess any emergency situations and irritant behaviours, such as work avoidance, unavailability abuse and selective case choices
- Supervising and leading team members to ensure service level is coped with business needs
9
Experience For Technical Support Supervisor Resume
- Manage tasks and leverage resources within team
- Review the workflow for continuous improvements
- 1x1 meetings with each TSR to review MBO’s, personal goals, etc. and take corrective actions
- Oversee and coordinate the daily Technical Support operations, ensure the teams deliver consistent high quality results
- Drive Knowledge Management activities within the team (supported by the global Knowledge Management coach/trainer)
- Create a continuous improvement culture
10
Experience For IT Technical Support Supervisor Resume
- Optimize and standardize technical support workflows, processes
- Lead continual improvement initiatives to optimize quality and speed of resolution for technical customer issues
- Identify proficiency gaps and build development plans accordingly
- Evaluates the quality of Technical Support Representatives’ calls from customers; provides feedback to reps on strengths and areas for improvement
- The implementation of day-to-day procedures and initiatives to achieve or exceed target metrics
- Development of partnerships with key internal Dow Jones departments to ensure that the team is able to support authentication for all products and customized implementations
- Prior experience working with and managing a technical support or account/pre-sales team
List of Typical Skills For a Technical Support Supervisor Resume
1
Skills For IT Technical Support Supervisor Resume
- Effectively communicate to define problems, collect data, establish facts and draw conclusions
- Customer focus / Service skills
- Prior recent supervisory experience
- Licensure/Certification: A+, Network+, or Security+ Certification or verification of technical skills
- Prior experience in a high-volume call center
- Experience in any one or combination of Office 365, Active Directory or other cloud based system, and troubleshooting experience
- Recent experience in coaching and leading employees to meet the needs of our customers
- Skilled in leading and motivating talented support system engineers
2
Skills For Product Technical Support Supervisor Resume
- Experience as a team lead, supervisor, training or mentoring
- Experience in General Building Construction
- Experience working in a call center or technical support
- Strong orientation and understanding Analytics and tools to drive it ( Excel , SQL , Access )
- Ensure that the support staff exhibits the proper techniques and behavior that the customer receives an outstanding service experience
- Determine if an incident needs to be escalated according to priority and severity of issue
- Experience leading teams of employees
- Customer service experience working with internal and external customers
3
Skills For Frontline Technical Support Supervisor Resume
- Manage multiple priorities or projects simultaneously and keep them progressing to completion
- Knowledge and understanding of CMMS systems (demonstrated knowledge of MS Office and MS Project highly desirable)
- Experience working in an IT or Operations environment
- Establish and maintain effective working relationships with co-workers, stakeholders, customer and vendors
- Experience with managing a staff
4
Skills For Services Technical Support Supervisor Resume
- Experience working through audits
- Experience in control system engineering
- The position requires a continuous use of good independent judgment
- Lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business
- Develop a strong relationship with the sales teams to increase support service agreements sales
- Plans, prioritizes, delegates, and schedules support team tasks to ensure continuity of service
5
Skills For Online Technical Support Supervisor Resume
- Experience in a similar function
- Demonstrate actions to curtail attrition
- Operate common office equipment (e.g. calculator, PC, telephone, etc.)
- Experience within a technical support environment
- Technical call center supervisor experience
6
Skills For Elavon Software Technical Support Supervisor Resume
- Skilled in Microsoft Office programs especially PowerPoint & Excel
- Hands-on IT experience in a professional environment
- Experience in IT
- Previous experience with Call Center tools, reports and applications and Customer Relationship Management systems
- Experience in technical Support
7
Skills For Shift Technical Support Supervisor Resume
- Experience in management position
- Call center management/technical support/help desk leadership experience
- Previous leadership experience
- Passionate about delivering the ultimate customer experience
- Demonstrated professionalism in resolving customer issues
- Demonstrated ability to think on your feet and take a methodical approach to troubleshooting
- Experience with troubleshooting Windows applications
- Experience managing agents in a high speed support center environment
- Experience in networking and industrial communication networks
8
Skills For Hvac-technical Support Supervisor Resume
- Demonstrated creativity and resourcefulness in obtaining solutions to uncommon applications
- Customer focus and proven dedication exceeding client expectations
- Experience with desktop administration
- Working knowledge of the following utility systems:
- Ensuring that escalations are seamless for our customers and are resolved in a timely and efficient manner
- Analyzing customer service metrics to determine opportunity areas and monitoring performance against goal
9
Skills For Technical Support Supervisor Resume
- Tracking of progress and adherence to timelines for customer implementations
- Ensuring that customer service level and response time goals are met for all forms of communication between Dow Jones support and customers
- Develop and motivate a team of Technical Support engineers through performance coaching, career planning and setting educational objectives
- Responsible for reviewing, assigning, and escalating incidents
- Develop a cohesive and informed team through leading regular staff meeting and team building exercises
- Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded
- Develop and motivate a team of Technical Support engineers through performance coaching, career planning and setting professional development objectives
- Works with other groups (Production, Quality, Engineering, Purchasing, Cost Accounting) to implement process, quality, and cost improvement projects
10
Skills For IT Technical Support Supervisor Resume
- Manage a team of support agents to ensure coverage for the local phone queues and support staff in analyzing, diagnosing, and troubleshooting customer issues
- Track and manage staff productivity. This includes checking work quality, compiling reports and providing feedback on problems and results
- Takes personal responsibility for directing and influencing others to respond and adapt to change
- Troubleshooting and administration knowledge of Windows operating systems, file structure, permissions, hardware peripherals, databases, and networks
- Adapt a communication style depending on audience, while maintaining a professional and credible demeanor
- Assist Technical Support Manager in developing and implementing countermeasures for continuous improvement
- Monitor overall incoming and outgoing communication to assess and uphold the service quality
- Establish and maintain an encouraging and cooperative working environment
- Use Cisco telephone system with a headset to process incoming and outgoing support contacts
List of Typical Responsibilities For a Technical Support Supervisor Resume
1
Responsibilities For IT Technical Support Supervisor Resume
- Continuous Improvement and Managing Change--Actively supports colleagues and team towards effective change, encouraging continuous improvement
- Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business
- Foster a strong collaborative environment where all processes and procedures are followed
- Effective communication of change initiatives to direct reports
- Understanding lean management via Danaher Business System (DBS)
- Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists
- 4) Communication, using a program of ongoing interactions & feedback
2
Responsibilities For Product Technical Support Supervisor Resume
- Development of targets and project plans related to migrating customers off of legacy authentication/login schemes
- Development and implementation of strategies to meet customer satisfaction goals and devising innovative ways to provide superior customer service
- Encourage a sense of community through regular in-person meetings and coaching sessions with the team
- Manage their individual group goals while also coordinating with all other support groups for the achievement of the overall business objectives
- 3) Tech Support’s Individual Development Planning Program
- Coordinate the scheduling of technicians
3
Responsibilities For Frontline Technical Support Supervisor Resume
- Assist in maintaining subcontractor relationships and write subcontract agreements as necessary
- Responsible for cascading feedback received from Customers/Stakeholders back to his team members
- High level/basic knowledge/familiarity of Visualization products including FactoryTalk View SE, RSView 32, and FactoryTalk ViewPoint
- Creation and maintenance of engagement policies for pre and post sales activities
- Development and management of KPIs for the Group Authentication team to track team performance
- Establishing, documenting, and implementing consistent global processes and procedures across the team and internal partners while formalizing their relationship and interdependencies
- Direct and monitor activities of assigned staff including recruiting, scheduling, coaching, training, performance management, and corrective action to develop an effective team with a strong customer focus
- Five years experience in a technical support role for complex products and high value clients
- Demonstrated commitment to customer satisfaction and previous understanding of customer needs and support issues
4
Responsibilities For Services Technical Support Supervisor Resume
- Conduct telephone, email, and web chat monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
- Spearhead new initiatives, devise programs and recommend processes, lead projects, identify resources and assign special projects to staff to support launches of new products
- Attend internal and external partnership or key client meetings as required
- Evaluate tools, systems and applications to use in our support organization and recommend any new opportunities
- Leverage CRM and other internal tools to document and track customer implementations as well as customer contacts and progress on migrations/implementations
- Motivate and inspire the team towards achievement of service excellence and goals
- Working knowledge of technologies which impact Dow Jones products and solutions including infrastructure, authentication, connectivity, content delivery, Web services API, XML/HTML, SAML and single sign-on solutions
- Understanding of knowledge management industry and information integration for corporate intranets, as well as awareness of corporate users’ information needs and applications
5
Responsibilities For Online Technical Support Supervisor Resume
- Implement Technical Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability
- Ensure moderate to expert product knowledge exists within self and direct reports
- Ensure ISO and FDA requirements are met within functional area
- Manage customer escalations to resolution
- Develop, create and maintain a cross-functional team who primarily support Visualization products
- Manage through times of uncertainty and change
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
- Facilitate customer resolution for escalated calls by engaging with Commercial Engineering, Product Management, Sales and Distribution and other stakeholders as necessary
6
Responsibilities For Elavon Software Technical Support Supervisor Resume
- Manage a team to attain business objectives and established KPIs
- Manage and coordinate scheduling and staffing to meet the dynamic and cyclical call volume demands, manage and prioritize internal and external customer escalations ensuring high level of customer satisfaction
- Ensure that the support staff exhibits the proper techniques and behavior to ensure the customer receives an outstanding service experience
- Coordinates daily maintenance work to ensure maximum equipment up-time while utilizing the available equipment, tools, materials, and manpower
- Work with other supervisors and managers to ensure operational consistency
- Review, organize, measure and delegate daily tasks for team
- Communicate solutions,successes, and opportunities to Manager. Compile/send daily status, weekly agent metrics and other required reports as directed by Manager
- Carry out performance measurements, Quality Audits, CSAT scores/feedback, general monitoring, and documented evaluation of all agents to improve team efficiency. Provide feedback to agents in 1:1’s at least twice per month
7
Responsibilities For Shift Technical Support Supervisor Resume
- Resolve escalated customer complaints and questions within required time frame; assist team with de-escalation of calls in real time as needed
- Develop and maintain expert knowledge on HomeAway products. Coordinate training for new hires and existing staff and participate in delivery of ongoing training. Stay up to date on common consumer device and software usage and releases
- Proactively communicate with Manager regarding work flow, processes, staffing issues/performance, trending escalations, defects, service levels, vendor topics and customer experience items. Take actions to correct as needed to cover all hours of business operation and insure continuous and full support
- Inspire and motivate agents; lead by example; encourage good team morale and supportive,customer-centric, atmosphere
- Recognize and resolve common end-user issues, differentiate from site defects, provide coaching and training on common troubleshooting techniques
- Work closely with the Knowledge Management, Development, Product and Customer Support and Operations teams
- Experience with web production and common programming/query languages (HTML, CSS, XML, API, SQL, JavaScript), in-browser web development tools, Agile Methodologies, GitHub
8
Responsibilities For Hvac-technical Support Supervisor Resume
- Recognize and troubleshoot common internet connection (ISP, Wi-Fi, VPN, mobile broadband networks) browser, email and mobile device issues
- Familiar with protocols(DNS, ipconfig, TCP/IP,DHCP, HTTP)
- Maintain and promote calmness in escalated situations
- Supervises all non-exempt and hourly personnel in the unit for proper application of company policies and procedures. Resolves payroll issues and approves employee vacations as well as providing manpower coverage for vacations, absentees, preventative maintenance, and projects
- Reviews, approves, and schedules maintenance work orders. Provides resources and inspects work in progress and after completion for accuracy and timeliness
- Monitors maintenance tasks to ensure compliance with quality and GMP requirements
- Develops and implements preventative maintenance program for equipment and/or facility in accordance with manufacturer’s and/or engineering guidelines. Manages resource allocation and scheduling of the program. Ensures proper maintenance of department’s records on all equipment and company property
- Schedules preventative maintenance in accordance with the planned preventative maintenance program. Coordinates PM with production, quality control, and engineering groups. Monitors preventative maintenance through completion. Initiates and implements necessary changes to the PM tasks. Ensures proper documentation of PM and any associated changes
- Provides and/or coordinates on the job technical equipment safety training for hourly and non-exempt personnel
9
Responsibilities For Technical Support Supervisor Resume
- Develops and implements methods to reduce costs by undertaking projects to improve equipment efficiency and facility operations
- Develops and maintains equipment hierarchy and spare parts program for equipment to ensure maximum up-time for production
- Interfaces with outside vendors for equipment and parts purchases. Collects technical data on equipment to be used for modification or replacement. Submits proposals for new equipment or part purchase
- Develops downtime tracking programs and proposes/implements maintenance methods and/or projects to reduce equipment downtime
- Sets short-term goals and objectives to provide higher levels of maintenance service
- Examines daily/weekly/monthly expenses (salary, parts, supplies, benefits) and produces monthly costs forecasts. Tracks equipment/facilities maintenance costs
- Supervises special maintenance/engineering projects and ensuring highest level of workmanship. Assists in the preparation and completion of technical and non-technical documents, training, production, and maintenance procedures, drawing packages, and other related documentation for the project
- Provide comprehensive shift report by using log book and directly interface with the following shift’s team leader. Attend meetings before the start and at the end of each shift to establish good communication links between shifts
10
Responsibilities For IT Technical Support Supervisor Resume
- Tracking of employee hours and scheduling
- Use videophone system to process incoming and outgoing support contacts
- Take disciplinary action when necessary including documentation of oral and written warning notices and terminations
- Coordinate with Engineering, Monitoring and Customer Service departments in the development and implementation of new processes and procedures
- Maintain an awareness of changing customer and market needs, and identify and implement programs and improvements to ensure customer needs are met or exceeded
- Manager operational escalations/complaints and address them according to ST complaint process
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