Technical Support Supervisor

Prendio; Burlington (MA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision coverage

Health savings account

401K/Roth 401k

Paid holidays

Paid vacation/Unlimited PTO

Complimentary Calm app subscription

Pet insurance

Legal assistance

Job summary

A leading software company based in Burlington, MA is looking for a Technical Support Supervisor to lead a team of Technical Support Specialists. You will be responsible for overseeing support tickets, mentoring staff, and coordinating with management. The ideal candidate has over 3 years of experience in technical support or customer service, strong leadership skills, and excellent communication abilities. This hybrid role requires 1-2 days in the office and includes comprehensive health insurance and unlimited PTO.

Qualifications

• 3+ years of customer service or technical support experience, preferably in a leadership position.
• Dependable, flexible, decisive, and consistent leader with a positive attitude.
• Ability to prioritize and handle multiple tasks in a fast-paced environment.

Responsibilities

• Oversee incoming technical support tickets by ensuring timely responses.
• Provide guidance and mentorship to the Tech Support Specialists.
• Coordinate training for newly hired Tech Support Specialists.

Skills

Leadership

Customer service

Problem-solving

Communication

Attention to detail

Tools

HubSpot

Jira

Confluence

SQL

XML

JSON

Prendio software

BioProcure services

Job description

Job Type: Hybrid (1-2 days in office required)

Reports to: Tech Support Manager

Direct Reports: Technical Support Spe

Role Summary

The Technical Support Supervisor is responsible for supervising a team of Technical Support Specialists, as well as troubleshooting and overseeing tickets for multiple clients.

Key Responsibilities

• Oversee incoming technical support tickets by assuring timely response, categorizing problems, and managing backlog
• Provide guidance and mentorship to the Tech Support Specialists on handling complex technical problems, customer escalations, problem solving skills, and documenting ticket work
• Coordinate with the Tech Support Manager on the review of metrics and reports in HubSpot and Jira
• Schedule weekly huddles with Tech Support Team to discuss team performance metrics, operational updates, and ticket handling
• Regularly meet with direct reports, also providing them with performance reviews every six months
• Coordinate training for newly hired Tech Support Specialists, checking in for 30 and 90-day reviews
• Document employee performance problems, presenting verbal and written warnings, involving management and HR when necessary
• Collaborate with Tech Support Manager and engineering teams to triage and prioritize work on bugs and enhancement requests
• Coordinate team needs for training, tooling, personnel, and career development with Tech Support Manager
• Help collaborate on Client Success workflows with adjacent teams, including Customer Service, Account Management, and Implementation
• Occasionally assist the engineering and QA team with questions about testing bug fixes
• Perform other duties as assigned

Qualifications

• 3+ years of customer service or technical support experience, preferably in a leadership position
• Must be a dependable, flexible, decisive, and consistent leader with a positive attitude
• Great attention to detail and problem-solving skills
• The ability to prioritize and handle multiple tasks in a face-paced environment
• Strong communication skills, with the ability to interact professionally with clients, vendors, and all internal employees
• General knowledge of Prendio software and BioProcure services
• Experience with Reporting software, HubSpot, Jira, Confluence, SQL, XML, and JSON helpful but not required

Benefits

• Blue Cross Blue Shield Health Insurance - 100% of employee premiums paid.
• BCBS Dental insurance - 100% of employee premiums paid.
• VSP Vision Coverage - 100% of employee premiums paid.
• Health savings account with employer contribution
• 401K/Roth 401k
• Paid holidays.
• Paid vacation/Unlimited PTO
• Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance, and more

Prendio is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability status, genetic information, or any other characteristic protected by law.

This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.