Job Description

General Purpose & Essential Duties:

The Tech Support Supervisor provides leadership and direction to Tech Support Specialists on the Customer Operations team related to the repair, maintenance, and support of security equipment. The Tech Support Supervisor is also expected to coach, mentor, train and oversee the team to ensure that our policies and procedures are adhered to and carried out successfully. This supervisor will also be expected to work very closely with our technical field services, sales, installation, and customer operations teams to help promote and sustain cohesiveness and teamwork throughout the company.

• Coach, mentor, and evaluate Customer Tech Support Specialists’ individual performance to improve contact handling skills, use of tools, technical systems knowledge, troubleshooting techniques, and communication skills so that they can consistently meet or exceed performance goals.
• Lead, develop and motivate a team of technical support specialists to drive first call resolution and minimize technician truck rolls to customer sites.
• Manage customer escalations related to their system’s technical support requirements to provide problem solving, de-escalation when needed, and resolving system issues and concerns.
• Collaborate cross functionally within Operations and across the company to successfully serve customer needs.
• Complete, compile and share weekly reports related to technical support efforts to proactively identify both training and process improvement opportunities.
• Drive successful new hire onboarding, and ongoing training of technical support team members to ensure a best in class customer experience.
• Provide real time assistance to ensure that Customer Tech Support Specialists are knowledgeable, courteous, and able to resolve customer issues.
• Monitor customer interactions to ensure quality and consistent service is being delivered.
• Eliminate bottlenecks and reduce customer wait times through continuously reviewing and refining work processes to streamline operations and improve efficiency.
• Research to provide context and detail on all escalations, documenting fully in MAS and/or CRM.
• Lead team meetings and daily huddles as necessary
• Demonstrate leadership skills and qualities.

Required Skills, Abilities, Education & Experience:

• Excellent verbal and written communication skills
• Extensive knowledge of customer service procedures and principles
• Extensive knowledge of Guardian’s product line up
• High level of empathy and approachability
• Organized with attention to detail
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor people
• Proficient in Microsoft Office Suite and data analytics tools such as PowerBI
• Ability to support and cover business scheduling needs in a 24/7 environment.
• Some college or equivalent working experience required
• 3+ years of call center experience, security alarm industry experience a plus
• 2+ years of technical support experience, security alarm system experience preferred
• Previous process improvement or training experience
• Experience in coaching others and improving performance
• Thorough understanding of a customer operations department
• Experience in resolving alarm conditions