Job Information
EquipmentShare T3 Technology Support Supervisor in Columbia, Missouri
EquipmentShare is Hiring a T3 Technology Support Supervisor
Job Title:T3 Technology Support Supervisor
Department: T3 Sales & Support
Reporting to: Director of T3 Support
FLSA Status: Exempt
JOB SUMMARY
The T3 Technology Support Supervisor is a working supervisor position that is responsible for working closely with the Director of T3 Support to ensure the success of the department is achieved through managing highly skilled, dedicated, and knowledgeable employees who consistently provide the highest level of service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with internal departments and rental markets to effectively support collaboration on special projects, committees, and service initiatives. Help to identify continuous process improvement initiatives that support a best-in-class operation. Assist with recruiting and performance management processes. Conducts relationships and activities consistent with established company policies, procedures, and systems, the corporate Code of Conduct and applicable State and Federal laws and regulations.
ESSENTIAL DUTIES & RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Demonstrate leadership in accordance with EquipmentShare’s vision, mission, and values.
Assist in department planning and setting departmental standards, priorities, goals, and objectives.
Acts as a working supervisor, performing the job of a T3 Technology Support Associate as needed.
Supervise a team of T3 Technology Support Associate
Provide guidance, mentorship, and training to team members.
Set performance goals and regularly assess and evaluate team performance.
Organizes and oversees the schedule and work assigned to the T3 Support Team.
Establish and maintain professional working relationships with internal and external customers and co-workers while ensuring the same for subordinates.
Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
Work with leadership in developing a quality program and further assist in conducting quality assurance reviews to ensure exceptional customer experience and compliance with departmental policies and procedures.
Improve department operational performance by identifying problems and helping to develop solutions.
Recognize staff for achieving success. Conduct regular coaching and feedback sessions to address performance deficiencies.
Work with the leadership team to analyze work processes while coordinating with the appropriate departments or branches to ensure existing processes are efficient, accurate, and in accordance with best practices. Further, ensure compliance with any relevant state or federal guidelines or laws.
Utilize appropriate resources to ensure work is completed efficiently and within established service standards. Additionally, ensure staff has appropriate resources to be successful.
Comply with EquipmentShare’s departmental and corporate policies and procedures, as well as mandated state and federal laws and requirements at all times
Enhance industry and technical knowledge through actively participating in learning and growth opportunities.
Perform other duties and responsibilities as assigned.
QUALIFICATIONS
Education:
- Bachelor’s degree is highly desired or equivalent experience.
Experience:
At least three years experience in a customer service/IT support role, preferably in a contact center or multi-channel communication environment.
Prior supervisory experience is desired.
Licenses:
- None
Language Proficiency:
Ability to read and comprehend basic/complex communication in written or verbal sources.
Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
Skills:
Able to communicate with accuracy, detail, and professionalism effectively across audiences that include external and internal customers.
Strong organizational skills with attention to detail and accuracy.
Ability to multi-task and maneuver through various programs and applications while providing timely and superior customer service.
Ability to coach and mentor T3 Technology Support Associate’s.
Excellent verbal and written communication skills.
Strong PC skills required: Google Suites – Google Meets, Docs, Sheets, Forms, Slides, Sites, Lucid Charts; Microsoft – Word, Excel, PowerPoint; Slack
Ability to adapt to change positively.
Excellent phone handling, negotiating, and active listening skills.
Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole.
Ability to maintain a high level of confidentiality on sensitive topics.
A problem solver who approaches challenges with objectivity, speed, and a collaborative style.
Is dedicated to the team's success and focuses on detail without losing sight of the bigger picture.
Physical Requirements:
An employee in this position will sit, move about, speak on the telephone, work on the computer, handle files and papers, reach into file cabinets, retrieve supplies from storage shelves, lift up to 20 pounds, and make copies.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.