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Technical Support Supervisor

Published July 6th, 2023

Supervisor, Technical Support Projects

Location:  Marlboro, MA – Hybrid

 

OVERVIEW:

We are currently looking for a (Supervisor, Technical Support Projects) to join our Technical Support department based in Marlborough, MA. The candidate will be responsible for supervising a team, who handle ongoing preventative projects and data migration, within our Technical Support Department. 

 

This person will provide technical project instruction to internal technical projects as well as external customer facing projects. Tasks include project oversight, scheduling, technical support functions, support ticket management and communication with internal/external customers. 

This role will help to centralize communications related to ongoing projects between customers, internal departments, sales and the technical support team, helping to ensure our customers’ needs are addressed appropriately. 

 

This position will make a positive impact on the customer experience with closed loop follow-up back to Technical Support management, Product Management and Sales.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Focus on preventative project-based work within our technical support team to ensure improved functionality of our highly technical based medical equipment. 

  • Supervise large post sale projects within technical support to include software upgrades, firmware upgrades, data migration, data management, cloud storage. 

  • Manage daily tasks of Optos Proactive team members and Data Migration team members. 

  • Manage relationships with 3rd party contract workers and/or contract organizations. 

  • Assist Technical Support team with issues that are escalated appropriately and that there is professional and transparent communication throughout the support process with all parties.  

  • Represent the Technical Support team on customer calls as needed. 

  • Perform monthly analysis of cases and department statistics to report to team management. 

  • Collaborate with Sales, Technical Support, Field Service and Project Management to ensure all tasks are being addressed to ensure world class customer service. 

  • Provide insight and Feedback to help advise Field Service, Customer Support, Product Management, and Sales as it relates to the configuration and long-term solutions for common complaints at customer sites

MINIMUM QUALIFICATIONS

  • 3+ Years technical customer service experience (Managing live customer calls or technical help desk) 

  • Must have excellent organizational skills and be expected to work in a fast-paced environment.  

  • Demonstrated ability to develop and manage concurrent schedules and associated documentation. 

  • Knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve inquiries independently. 

  • Extensive knowledge and practical experience of operating systems including Windows 7/10 

  • PC hardware and configuration skills essential 

  • Understanding of network configuration, data migration experience and troubleshooting 

  • People management experience  

  • Excellent communication skills – both written and verbal 

  • Experience working with demanding customers.  

  • Experience, leading, mentoring, training, and managing staff and teams 

  • Highly analytical and strong problem-solving skills 

  • Advanced knowledge in Microsoft office particularly Excel 

  • Experience in performing and presenting data analysis preferred 

 

 

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