The Supervisor of Technical Support is responsible for supporting all day-to-day operations of Parata's Technical Assistance Center (PTAC). The Supervisor's primary duties include managing case escalations; establishing departmental priority and direction; promoting KCS article creation and utilization; driving employee engagement and development; and establishing performance metrics and key performance indicators (KPIs) related to service and efficiency. The supervisor will also serve as a customer advocate and point of contact for key PTAC initiatives and corporate projects. Other duties consist of performance management and coaching, departmental analytics, salary planning, and resource administration.

Keys to success in this position are the ability to collaborate with peers and to develop and maintain strong relationships, both within Parata and the customer base. Occasional overtime, after-hours on-call, and weekend work is required. This position can be based remotely or in Durham, North Carolina, or Pleasant Prairie, Wisconsin, and will require occasional travel.

Key Responsibilities

* Reviews performance reports daily to ensure efficient and effective case management

* Oversees administration of the IVR application, call routing, monitoring, reporting, and administration

* Leverages workforce analytics using current IVR reports to ensure staff levels meet customer demand

* Utilizes IVR reports to control daily operations and to identify service-level trends

* Responsible for efficient and correct use of agent states and auxiliary codes

* Provides direct coaching and immediate handling of any incidents requiring disciplinary action

* Conducts monthly meetings with each team member to review KPIs and business metrics. Provides evaluation and feedback on case management, interaction quality, issue resolution, documentation, customer service, professional behaviors, and escalation management.

* Conducts monthly scorecard reviews, covering performance indicators and quality elements

* Serves as key stakeholder for PTAC-related projects, driving outcomes and adoption

* Monitors escalation queue throughout the shift and adjusts support as needed

* Accesses Salesforce reports to track and drive key success factors for technical support specialists

* Acts as a point of escalation; engages customers in a collaborative exchange, driving issue resolution while enhancing the customer experience

* Reviews and approves timecards, time-off requests, and prepares and delivers monthly and quarterly PTAC performance reports

* Maintains documentation and service reports

* Maintains a knowledge base of the products, prices, and services available to the customer

* Serves as an information source to answer questions, assign tasks, follow-up, and provide instructions

* May represent PTAC interests on cross-functional project teams as needed

* Represents the PTAC manager in the Manager's absence or in company or customer meetings as required

* Participates in the supervisor on-call rotation

* Collaborate on solutions, opportunities, and successes with engineering and service team representatives

Skills and Experience

* Bachelor's degree preferred; an Associate's degree plus two years' of relevant supervisory experience is acceptable. In lieu of a college degree, two to four (2 to 4) years of prior supervisory or leadership experience may be substituted.

* Must have 4-5 years of progressive customer service experience in a technical support environment

* Computer and software proficiency; Microsoft certification or IT support experience a plus

* Demonstrated interpersonal skills; excellent communication skills, and the ability to motivate, develop and lead staff

* Critical thinking skills and the ability to make information/data-driven decisions

* Excellent organizational and analytical skills, as well as the ability to perform and provide results in a fast-paced, team-oriented environment

* Solid customer service skills and the motivation to provide superior customer care

* Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise

* Technical aptitude; ability to comprehend technical issues to assure the most efficient road to resolution is utilized

* Familiarity with basic networking hardware and software components

Work Environment and Physical Demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

* Work will primarily be in an office setting with limited opportunities to be exposed to adverse environmental conditions.

* Duties primarily will involve working with fingers by picking, pinching, typing, and grasping, often with repetitive motion.

* Must have visual acuity for viewing a computer screen, and the ability to talk, hear, and sit for extended periods of time.

* Must be able to carry, lift, and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.

* Additional physical duties may be required as necessary.

* Compliance with COVID-19 precautions is required when visiting Parata facilities and customer sites.

Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran's status.