Technical Support Supervisor
Technical Support Supervisor
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Job Description
Redefine the future of customer experiences. One conversation at a time.
Were changing the game with a first-of-its-kind conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI built by amazing humans.
Our culture is forward-thinking customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service our products and services and most importantly each other. Sincecompanies and 1M users rely on Nextiva for customer and team communication.
If youre ready to collaborate and create with amazing people let your personality shine and be on the frontlines of helping businesses deliver amazing experiences youre in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
We are seeking a skilled and customer-focused Technical Support Supervisor to join our team. You will be the first point of contact for clients and internal users experiencing technical issues. Your role will involve troubleshooting hardware and software problems resolving network issues and ensuring a high level of customer satisfaction.
Key Responsibilities:
- Supervise and mentor a team of technical support agents
- Monitor daily operations ticket server monitoring and SLA adherence
- Handle complex/escalated issues and provide guidance for resolution
- Maintain documentation and ensure knowledge base updates
- Conduct regular team meetings performance reviews and training
- Collaborate with engineering/product teams for bug escalations
- Analyze support trends to recommend improvements and reduce repeat incidents
- Maintain documentation and ensure knowledge base updates
- Drive customer satisfaction through quality assurance practices
- Collaborate with clients over phone or video calls for in-depth technical troubleshooting
Qualifications
- Bachelors degree in Computer Science Information Technology Engineering or a related field
- 35 years of experience in technical support including 12 years in a supervisory or team lead role is an added advantage
- Strong knowledge of IT systems troubleshooting techniques and support tools
- Experience managing a support team or helpdesk operations
- Familiarity with ticketing systems (e.g. Zendesk Jira ServiceNow) and SLA management
- Excellent communication leadership and conflict-resolution skills
- Ability to train mentor and evaluate team members
- Strong analytical and problem-solving skills
- Willingness to work in shifts or on-call rotations if required
- Exposure to ITIL processes or technical certifications (e.g. CompTIA Microsoft AWS) is a plus
Nextiva DNA (Core Competencies)
Nextivas most successful team members share common traits and behaviors:
- Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
- Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
- Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.
Total Rewards
Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best in and out of the office.
Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.
- Medical - Medical insurance coverage is available for employees their spouse and up to two dependent children with a limit of 500000 INR as well as their parents or in-laws for up to 300000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit providing peace of mind and security in times of medical necessity.
- Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent visible & external means.
- Coverage Type - Employee Only
- Sum Insured - 3 times of annual CTC with minimum cap of INR
- Free Cover Limit - 1.5 Crore
- Work-Life Balance - 15 days of Privilege leaves per calendar year 6 days of Paid Sick leave per calendar year 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves 1 week of Paternity leave a day off on your Birthday and paid holidays
- Financial Security - Provident Fund & Gratuity
- Wellness - Employee Assistance Program and comprehensive wellness initiatives
- Growth - Access to ongoing learning and development opportunities and career advancement
At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!
Established in 2008 and headquartered in Scottsdale Arizona Nextiva secured $200M from Goldman Sachs in late 2021 valuing the company at $ check out whats going on at Nextiva check us out on Instagram Instagram (MX) YouTube LinkedIn and the Nextiva blog.
#LI-MM1 #LI-Onsite
Required Experience:
Manager
Employment Type
Full Time
