Team Supervisor, Tech Support

7 months ago

Richmond Hill, Canada Staples Full time

**Some of what you will do**:
As a Team Supervisor, Tech Support Services, you will be responsible for the supervision and development of a team of Technical Support Specialists, providing quality support to our customers and subscribers. You will inspire the team to deliver exceptional service to our stores and customers through feedback, coaching and performance management. You will lead your team of direct reports, engaging in performance management, talent development, recruitment and training. As a Team Supervisor (Manager), you will support our high standards for customer experience by leading the daily operations of the Tech Services Operations Centre, acting as an impartial resource for service escalations and partnering with various cross functional teams to deliver a seamless customer experience.

**Specifically, You Will**:
**Service Delivery**
- Supervise the handling of inbound and outbound contacts, delivering on the requirements for various approved Staples programs (internal and customer-facing)
- Ensure the defined KPI objectives are met for your team of direct reports
- Provide a positive customer experience by leveraging strong and professional communication skills, gaining a thorough understanding of the problem, systematically and efficiently diagnosing and resolving the problem using approved processes.
- Support frontline operations as required, including but not limited to, handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, triaging inbound contacts across multiple service paths, etc.
- Maintain detailed records/notes in various platforms as required
- Work cross functionally with other Tech Services departments as required
- Investigate Customer and Technical escalations and conduct follow up calls as required, with consideration to risk and creating a Remarkable Customer experience.
- Act as a liaison for the team, communicating with other business stakeholders as required
- Lead and support various special programs and third-party services as required
- Represent the team and business in a highly professional manner at all times
- Monitor and manage diagnosis and repair quality to prevent reworks. Develop and/or Implement process improvements in conjunction with associate coaching as needed.
- Communicate with customers (internal and external) regularly and as needed to discuss service events, escalations, provide updates and support all aspects of the business.
- Exclusively utilize Staples issued tools to perform the responsibilities of the role, while ensuring all access and usage are strictly based on business requirements
- Establish and maintain service excellence by assigning the highest priority to customer satisfaction.
- Ensure a strict level of confidentiality with regards to customer’s files and service contracts. All work performed must be detailed and well documented.

**Leadership**
- Responsible for developing and maintaining a high-performance work team that delivers remarkable service to both internal and external customers.
- Participate in shift supervision, as scheduled by the manager, including queue management, resource allocation, associate follow-up, etc.
- Deliver performance appraisals and administer progressive discipline as necessary.
- Use knowledge of Tech Services Operations Centre standards (metrics), policies, programs and procedures to create an effective and empowered team. Ensure that individual and team results meet and exceed established targets.
- Based on team and department goals, identify areas for improvement and develop coaching and information sessions to Raise the Bar. Expect excellence.
- Evaluate individual interaction quality through monitoring then mentor and encourage associates through regular one on one coaching sessions.
- Create ongoing training plans and assessments for associates to ensure that their developmental needs are addressed.
- Keep current on customer issues and technical escalations, refer recurring or high-risk situations to the Manager with proposed resolution, partner with them to resolve.
- Communicates programs, policies, procedures and service goals to Tech Support Specialist team

**Administration**
- Conduct supervisory level administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.)
- Must have and maintain an in-depth understanding of all Tech Services offerings, processes and procedures.
- Complete various administrative tasks as assigned by the manager. This includes, but is not limited to, third-party programs, special projects, etc.
- Participate in process or system improvement projects as requested

**Some of what you need**:

- A+ certification an asset
- Degree, diploma or certificate in a technical field an asset
- Strong technical background ability to navigate various systems and tools
- Strong communication and customer service skills
- Ability to de-escalate customer concerns b

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