WHO WE NEED:
We're currently looking for a Technical Support Supervisor to join our Support team. If the following sounds like you, you can be a potential fit for this position:
- Strong leadership skills with a coaching mindset.
- Curious and proactive with a knack for problem-solving.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Heavily focused on both the customer experience and the employee experience
Required Qualifications:
- Cases Closed [1500] and Assists [100]
- Positive track record of coaching behavior
WHAT YOU'LL DO:
- Lead, mentor, and manage a team of Technical Support Analysts.
- Proactively manage team availability to ensure that our customers receive a timely support response.
- Monitor incoming support requests for case trends, recurring issues, and potential risks.
- Drive team performance to ensure we meet or exceed the high standards of HCSS Support.
- Department Health:
- Proactively manage team availability to ensure that our customers receive a timely support response. Monitor incoming support requests for case trends, recurring issues, and potential risks [approx 40% of your time].
- Case Health:
- Ensure proper escalation procedure, case workflow, article usage, and interaction time standards through. daily engagement and weekly case review.
- Ensure all incoming support requests (External and Internal, all channels) are responded to in a timely manner, assigning work as necessary.
- Customer Health:
- Customer issue follow-up [ex. Poor survey scores].
- Analyze call data for recurring issues and trends, taking actionable steps to help resolve them.
- Team Health:
- Monitor DND/Availability and long calls, making adjustments to maximize capacity.
- Manage work schedules, after-hours schedules, and PTO requests.
- Communicate/reinforce departmental initiatives.
- Provide team support through assisting and taking overflow calls.
- Team Management:
- Drive team performance to ensure we meet or exceed the high standards of HCSS Support. Be a consistent source of appreciation, candid feedback, and coaching [approx 40% of your time].
- Coaching and Feedback:
- Host monthly 1on1 meetings with direct reports to ensure year-round alignment.
- Partner with your direct reports on regular, helpful, and supportive feedback, including role assessments and annual performance reviews.
- Manage new employee onboarding.
- Strategic Improvement:
- Lead and provide support for all team and individual projects and improvement objectives. Be a generator of ideas and driver of personal and team objectives.[approx 20% of your time].
- Support team members in being accountable for results of initiatives.
- Craft and drive personal and team objectives, ensuring alignment with departmental goals and initiatives. Communicate any obstacles and work with your manager on solutions to implement.
BENEFITS & PERKS:
Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
- Flexibility for you to work in-office or hybrid.
- Medical and Dental Premiums.
- On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
- 401K with match.
- Tuition reimbursement.
- And more!
What the Team is Saying
What We Do
Since 1986, HCSS been developing software to help construction companies streamline their operations. Today, HCSS is recognized as a pioneer and leader in the market, serving thousands of construction companies across the nation. Year after year, they continue to innovate, refine, and expand their products as the industry evolves.
HCSS' mission is to help customers dramatically improve their business through innovative, high-quality software and exceptionally helpful service, while providing a great life for employees.
Why Work With Us
At HCSS, we prioritize people—empowering both our customers and employees to achieve excellence. We promote from within, provide continuous professional growth, and embrace challenges as learning opportunities. Join us to build a meaningful career while delivering exceptional solutions and service.
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HCSS Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
The Company embraces hybrid working and provides flexibility to meet the needs of its employees and their lives.
