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Technical Support Supervisor - Myrtle Point, United States - WiTH Collective
Description
ABOUT WCG:
WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials.
WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health.
It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.
WHY WE LOVE WCG:
At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success.
We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.
Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accountsEmployee Assistance Programs and additional work/life resources
Referral Bonuses and Tuition Reimbursement
Flexible PTO
Volunteer Time Off to benefit the community
Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement
Expected annual base salary range:
$49,860 to $77,500
GPS level:
T4
JOB SUMMARY:
The Technical Support Supervisor oversees the Tier 1 Help Desk functions and ensures end users are receiving the appropriate assistance.
This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Tier 1 Help Desk requests during shift times as well as, the monitoring, tracking, and coordination of Help Desk functions.
The Technical Support Supervisor is also the point of escalation for Support Analysts and will be responsible for providing in-person, hands-on support to end users at the desktop level.
ESSENTIAL DUTIES/RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.
Works closely with the Technical Support Manager and ensures that all communications with our clients are being processed effectively and efficiently by having a clear understanding of client inquires, working on continuous process improvements, and implementing sound strategies for the Help Desk
Conducts customer needs assessment, ensures quality standards for services, and conducts evaluation of customer satisfaction
Analyzes performance of Help Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service to prevent future problems
Mentors and assists staff to meet quality and on-time delivery requirements; address production challenges and communicate to appropriate leadership
Trains and onboards new hires
Tracks and analyzes trends in Help Desk requests and generates statistical reports
Monitors team productivity and contributes to performance evaluations, gives constructive feedback, mentorship
Monitors and tests fixes to ensure problems have been adequately resolved
Ensures that business goals, deadlines and performance standards are met
Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
ABOUT WCG:
WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials.
WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health.
It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.
WHY WE LOVE WCG:
At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success.
We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.
Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accountsEmployee Assistance Programs and additional work/life resources
Referral Bonuses and Tuition Reimbursement
Flexible PTO
Volunteer Time Off to benefit the community
Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement
Expected annual base salary range:
$49,860 to $77,500
GPS level:
T4
JOB SUMMARY:
The Technical Support Supervisor oversees the Tier 1 Help Desk functions and ensures end users are receiving the appropriate assistance.
This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Tier 1 Help Desk requests during shift times as well as, the monitoring, tracking, and coordination of Help Desk functions.
The Technical Support Supervisor is also the point of escalation for Support Analysts and will be responsible for providing in-person, hands-on support to end users at the desktop level.
ESSENTIAL DUTIES/RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.
Works closely with the Technical Support Manager and ensures that all communications with our clients are being processed effectively and efficiently by having a clear understanding of client inquires, working on continuous process improvements, and implementing sound strategies for the Help Desk
Conducts customer needs assessment, ensures quality standards for services, and conducts evaluation of customer satisfaction
Analyzes performance of Help Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service to prevent future problems
Mentors and assists staff to meet quality and on-time delivery requirements; address production challenges and communicate to appropriate leadership
Trains and onboards new hires
Tracks and analyzes trends in Help Desk requests and generates statistical reports
Monitors team productivity and contributes to performance evaluations, gives constructive feedback, mentorship
Monitors and tests fixes to ensure problems have been adequately resolved
Ensures that business goals, deadlines and performance standards are met
Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
EDUCATION REQUIREMENTS:
Associate degree in information technology
QUALIFICATIONS/EXPERIENCE:
Three (3) years' experience in a help desk setting
Experience leading a team preferred
Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution
Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments
Detail-oriented, well organized, and able to adhere to deadlines
Exceptional customer service orientation and conflict resolution
Ability to motivate and direct staff members
Strong analytical abilities
Experience working in a team-oriented, collaborative environment
Experience with hardware and software issues
Proficiency in MS Office, a solid knowledge of Microsoft Excel, PowerPoint, Visio, and Word
SUPERVISORY
RESPONSIBILITIES:
None
TRAVEL REQUIREMENTS:
0% - 5%
#LI-REMOTE
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WCG is proud to be an equal opportunity employer
– Qualified applicants will receive consideration for employment without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender identity, age, marital status, disability, genetic information, citizenship, veteran status, reprisal or any other legally recognized basis or status protected by federal, state or local law.
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