Technical Support Supervisor EMN8
THIS JOB HAS EXPIRED Location: San Diego, CADepartment: Customer SupportType: Full TimeMin. Experience: Experienced
Technical Support Supervisor
We are seeking an experienced Technical Support Supervisor for our multi-shift Technical Support Organization based in San Diego. Are you an experienced in API integration technologies for cloud based ecommerce platforms and self-service ordering systems? Speak Nerd as well as CRM? Have a degree in Friendly Positive Reinforcement? Prefer play with stats and trends over games on your phone? This is no ordinary product, team or customer support job. We serve a global community representing some of the largest brands in the world!
BS/CS degree or similar degree or equivalent experience
5+ years of technology support and service supervisory experience in a support role
2+ years of experience troubleshooting Internet Technologies such as JMS, Tomcat, Apache Web Servers, and Linux, Windows Platforms
3+ years of experience troubleshooting issues related to network connectivity, web services, SOAP, REST, HTML
Understanding retail/POS Integration, configuration management such as Micros, Xpient, Par, Sicom, Aloha/Radiant platforms.
Database (SQL, RDBMS) knowledge and experience; Microsoft COM, SQL scripting
Strong leadership, coaching, team building and people development skills
Excellent oral and written communication skills
Salesforce.com experience or similar CRM platform experience a plus
Project management experience a plus
Bilingual in Spanish and English a plus
A firm grasp of multi-tiered application and programming concepts
Troubleshoot and analyze complex networks with protocols and mixed media.
Experience with API integration and POS adaptor interface and configuration requirements
Sound judgment when prioritizing activities in support case queue
Professionalism, cool under pressure and strong work ethic
Availability to be on call or backup team members who are on call
Excellent team player and team leader
Experience with service management protocols, scheduling and priority management
Provide support for all Tillster product suite and its underlying technologies to support to customers in a wide variety of industries.
Monitor and review team CASE aging/escalation management procedures and priority management and CASE correspondence.
Respond and take action to keep customer updated on escalated or sensitive issue status.
Communication skills with an ability to articulate technical concepts accurately and concisely to a wide variety of audiences including team members, engineers, executives and customers.
Provide assistance with troubleshooting, diagnostic path and knowledgebase development and coaching to support team members.
Manages shift scheduling and support desk coverage.
Assist and support introduction of new products, policies & procedures and coordinate team training.
Provide reports and document status of CASE handling, projects and open issues on a weekly basis.
Coordinate and communicate requirements regarding support workflow management, CASE handling procedures and support tools to improve team performance and customer satisfaction.
Coordinate shift transition on critical issues and SLA management.
Coordinates training and monitors new employee performance. Elevates personnel issues to senior management.
||10070 Mesa Rim Road |
San Diego, CA 92121
THIS JOB HAS EXPIRED