Supervisor, Senior Technical Support

Responsibilities

• Lead and support a team of Senior Technical Support Analysts and Field Technicians to deliver high levels of service excellence.
• Supervise and coordinate activities of Field Technicians, ensuring timely responses to on-site support needs and efficient issue resolution.
• Provide hands-on technical support for all Blackline Products and Services, assisting in troubleshooting and problem resolution.
• Act as a point of escalation for complex technical issues, collaborating with internal teams for prompt resolutions.
• Offer coaching, mentoring, and guidance to team members to foster growth and development.
• Review service level targets for case management to ensure customer satisfaction and proper escalation.
• Provide clear guidance to internal and external customers on technical support and Field Support procedures and best practices.
• Monitor team schedules to meet customer service demands, recommend adjustments, and plan proactively for growth.
• Utilize KPIs to assess performance, identify improvement areas, and develop action plans to enhance team efficiency and service levels.
• Respond to escalated customer requests and collaborate with internal teams to resolve issues efficiently.
• Communicate customer feedback to internal stakeholders and recommend product or process improvements.
• Maintain up-to-date department procedures, ensuring accurate and regularly reviewed documentation.
• Keep team members informed about new products and updates to ensure accurate customer support.
• Support the development of analytics reports to track performance and identify trends.
• Collaborate with the Customer Care management team to ensure department alignment and success.

Qualifications

About Blackline Safety

Blackline Safety is a world leader in developing and manufacturing wirelessly connected safety products. Our products are designed to save lives by monitoring personnel working alone in various environments. All aspects of our operations are performed in-house at our Calgary headquarters. We are committed to diversity and are an equal opportunity employer. We encourage all qualified individuals to apply.

Disclaimer

Blackline Safety does not request payment or personal financial information during recruitment. Beware of suspicious communications or offers.

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