FLASH is seeking a Technical Support Supervisor to lead our support services team which provides technical service-related support for both our valued customers and clients. As a working supervisor you will track the work of the support services staff to ensure that all goals are met, achieved through understanding customer needs and developing strong rapport. An awesome opportunity to grow big with an amazing team!

What You'll Do:

• Supervise individual and team performance expectations and goals
• Achieve team goals maximizing the success of team members by motivating, rewarding, and coaching through regular scheduled 1-on-1s, maintaining employee development and satisfaction
• Utilize the Salesforce platform to collect, analyze, and present KPIs and results via regular reporting metrics in order to drive team and process improvements
• Supervise and address client escalations where applicable, including serving as the “non-standard business hours” escalation point for support when assigned, and as backup for other supervisory or management team members
• Participate in hiring and onboarding of new team members
• Identify staff roadblocks and communicate to Support Manager
• Create and supervise schedules based on inbound contact forecasting, including call time and attendance
• Create and supervise a quality assurance program including case and call reviews

What You Have:

• Bachelors' degree or equivalent education and experience preferred
• 2+ years experience supervising a technical support team in a call center environment
• 3+ years experience working in a technical support role (hardware & software experience preferred)
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Stellar ability to prioritize tasks.