Join the LLR family of private equity-backed growth companies.

Position Summary

This role is responsible for the supervision of daily operations of the Technical Support Team. This includes, but not limited to: providing guidance and coaching to the staff, improving internal and external customer experiences, managing work volumes, taking lead on critical departmental projects, handling escalated issues, and partnering with department leadership to ensure world class support. The Technical Support Supervisor will use their technical and leadership expertise to develop and evolve processes and procedures and ensure an optimal workflow within the department. Success in this role will be based on the success of the department, ensuring optimal efficiency and success with team projects, tasks, and KPIs.

Primary Responsibilities

1. Routinely provide mentorship, guidance and coaching to the Technical Support Staff, including documentation of observed behavior and performance.

2. Taking lead and reporting on Technical Support projects, support escalations, and department initiatives.

3. Present actionable insights and strategic recommendations to the Product and Engineering teams in meeting settings.

4. Creation and upkeep of department resources, including process and procedure documents. (SharePoint experience desired)

5. Professionalism during regular interactions with customers, team members, product and engineering, sales associates, executive management and others as needed.

6. Leading by example and possessing a high level of knowledge and understanding of 3SI product offerings and systems.

7. Perform all additional responsibilities as assigned by management.

Knowledge, Skills, and Abilities

1. Strong personnel and time management skills with excellent verbal and written communications skills.

2. Able to multitask efficiently and consult on complex support issues and processes.

3. Proven ability to successfully manage technical projects. (Experience with project management tools a plus)

4. Experience working within a software help desk environment. (Zendesk experience strongly desired)

5. Proficient with Microsoft Office Suite/Office 360.

6. Superior team-oriented attitude and desire to lead with integrity, and the ability to embrace new ways of delivering services.

7. Excellent customer and departmental escalation management skills.

8. Ability to host internal and external meetings effectively, with technical and non-technical subject matters.

Qualifications

1. Bachelor's degree in Computer Science or related field. (or equivalent industry experience).

2. 3-5 years of professional experience in a relevant customer facing technical support role.

3. 1-3 years of leadership experience of a customer facing support department.

4. Strong technical aptitude with the ability to traverse complicated technical communications and scenarios.

Additional Comments

1. This is a hybrid role, with the office based out of Malvern, PA.

2. Will work an average of 1 day per week in-office.

3. Additional in-office days may be required during initial trainings and future meetings.