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Title
Text copied to clipboard!Supervisor de Soporte Técnico
Description
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We are looking for a highly motivated and experienced Technical Support Supervisor to lead our technical support team. This role is critical in ensuring the delivery of high-quality support services to our customers, maintaining service level agreements, and driving continuous improvement in support processes. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for customer satisfaction.
As a Technical Support Supervisor, you will be responsible for managing a team of support specialists who handle customer inquiries, troubleshoot technical issues, and provide solutions across various platforms and products. You will monitor team performance, provide coaching and training, and ensure that all support activities align with company standards and customer expectations.
You will work closely with other departments such as engineering, product management, and sales to escalate and resolve complex issues, gather feedback, and contribute to product improvements. Your ability to analyze support metrics, identify trends, and implement process enhancements will be key to the success of the support team.
This position requires excellent communication skills, both written and verbal, as you will interact with customers, team members, and senior management. You must be able to manage multiple priorities, handle high-pressure situations, and maintain a customer-centric approach at all times.
If you are a proactive leader with a strong technical foundation and a commitment to delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
Responsibilities
Text copied to clipboard!- Supervise daily operations of the technical support team
- Monitor and evaluate team performance and productivity
- Provide coaching, training, and development opportunities
- Ensure timely and effective resolution of customer issues
- Collaborate with other departments to resolve complex problems
- Analyze support metrics and generate performance reports
- Implement process improvements to enhance support efficiency
- Maintain knowledge base and support documentation
- Handle escalated customer complaints and technical issues
- Ensure compliance with service level agreements (SLAs)
- Participate in hiring and onboarding of new support staff
- Promote a customer-focused culture within the team
Requirements
Text copied to clipboard!- Bachelor’s degree in Computer Science, Information Technology, or related field
- 3+ years of experience in technical support or IT helpdesk
- 1+ years of supervisory or team lead experience
- Strong technical troubleshooting and problem-solving skills
- Excellent communication and interpersonal abilities
- Familiarity with support ticketing systems and CRM tools
- Ability to analyze data and generate actionable insights
- Customer-oriented mindset with a focus on service quality
- Experience working in a fast-paced, dynamic environment
- Strong organizational and time management skills
- Ability to work flexible hours, including weekends if needed
- Certifications such as ITIL, CompTIA A+, or HDI are a plus
Potential interview questions
Text copied to clipboard!- What experience do you have leading a technical support team?
- How do you handle high-pressure situations with dissatisfied customers?
- Can you describe a time you implemented a process improvement?
- What tools and systems have you used for support ticketing?
- How do you ensure your team meets performance targets?
- What is your approach to coaching and developing team members?
- How do you stay current with new technologies and trends?
- Describe a challenging technical issue you helped resolve.
- How do you balance technical and managerial responsibilities?
- What metrics do you use to evaluate support team performance?
