✨ AI Summary
The Technical Support Supervisor will manage and lead a team of technical support representatives, ensuring they receive timely and effective support for technical issues. This role involves monitoring and maintaining high customer satisfaction, developing processes to improve support, and training new team members. The supervisor will also assist in resolving complex technical issues, stay updated on products, and collaborate with other departments. Key responsibilities include preparing performance reports, identifying trends to reduce repeated issues, and enhancing overall support quality and operational efficiency. A Bachelor's degree in Engineering or a related technical field, 5-10 years of experience in Home Appliances (preferably Cooling systems), and advanced Microsoft Office skills are required.
Requirements
Education: Bachelor’s degree in Engineering or a related technical field.Experience: 5 to 10 years of proven experience in the Home Appliances industry, with a strong preference for expertise in Cooling systems.Technical Skills: Proficiency in Microsoft Office Suite (Advanced level preferred).Familiarity with industry-standard engineering or ERP software.Languages: Professional fluency in English (Written and Spoken).Core Competencies:Excellent communication and interpersonal skills.Proven ability in Problem-Solving and technical troubleshooting.Strong leadership and Team Building capabilities to drive collaborative success.
Description
Manage and lead a team of technical support representativesEnsure technicians receive timely and effective support for their technical issuesMonitor and maintain a high level of customer satisfactionDevelop ways to improve customer support processesTrain new team members on technical products tools and company proceduresAssist the team in resolving complex technical issuesStay updated on company products and servicesCollaborate with other departments including Customer Care Quality Technical and Operations teamsPrepare detailed reports for management on team performanceIdentify trends in support requests and suggest improvements to reduce repeated issuesEnhance overall support quality and operational efficiency