Technical Support Specialist ensuring customer success by managing support through Intercom. Focused on automating solutions and enhancing customer interactions.
About the role
- Technical Support Supervisor leading the Technical Support team for HarmonyCares in Troy, Michigan. Ensuring effective service delivery and compliance in technical support operations.
Responsibilities
- Lead the Technical Support team, providing guidance, support, and training to ensure high performance and productivity
- Oversee the deployment and management of computer and application accounts, including Microsoft Active Directory, Microsoft Azure, Microsoft Entra, Microsoft exchange and application specific accounts
- Work in concert with hardware and patching teams to ensure that device upgrades and patches are viable with our application stack and computer policies
- Provide technical support to team members and end-users, troubleshooting hardware and software issues as needed
- Create, maintain and communicate ticket and call reports and ensure that all SLAs are met
- Provide one-stop IT service in VIP situations
- Manage weekly communication of high-level reports that are digestible for customers
- Work closely with other IT teams or customer departments to coordinate deployment of new initiatives, process improvements and custom support models as needed
- Develop and maintain documentation relevant to all Technical Support team activities and responsibilities, internal and customer-facing library must be maintained and made available.
- Work closely with operations and other technology teams to ensure all new releases are cascaded to support team.
- Ensure that all Technical Support activities comply with company policies, industry standards, and regulatory requirements
- Monitor ticket and call activity for escalation needs, support patterns and coaching opportunities and act as an escalation point for Technical Support team members and customers.
- Manage team stand-ups to identify and solve trending/hot items.
Requirements
- Bachelor’s degree in information technology or computer science, or equivalent experience
- 5+ years of experience in level 1 and/or 2 technical support
- 2+ years of experience in a senior or lead role in technical support
- Certifications related to ITIL or at least 2+ years of experience administering an IT services platform
- Proficiency in Microsoft Active Directory, Intune, iOS, Android OS, Microsoft Azure, Microsoft Exchange, Microsoft Office support, Multi-Factor Auth and Single-Sign-On management, PowerShell, laptop and mobile device management, including configuration, deployment, and troubleshooting
- Team leadership skills, with the ability to motivate and guide team members to achieve goals
- Excellent verbal and written communication skills, with the ability to interact effectively with team members, other departments, and external vendors
- Strong analytical and problem-solving skills, with the ability to identify and resolve hardware-related issues quickly and efficiently
- Highly organized, with the ability to manage multiple tasks and projects simultaneously
Benefits
- Health, Dental, Vision, Disability & Life Insurance, and much more
- 401K Retirement Plan (with company match)
- Tuition, Professional License and Certification Reimbursement
- Paid Time Off, Holidays and Volunteer Time
- Paid Orientation and Training
- Great Place to Work Certified
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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