Supervisor, Senior Technical Support

Full-time IT & Technology

Description

Responsibilities

• Lead and support a team of Senior Technical Support Analysts and Field Technicians to deliver high levels of service excellence.
• Supervise and coordinate the activities of Field Technicians ensuring timely responses to onsite support needs and efficient issue resolution.
• Provide hands‑on technical support for all Blackline Products and Services assisting in troubleshooting and problem resolution.
• Act as a point of escalation for complex technical issues working closely with internal teams to achieve prompt resolutions.
• Provide coaching, mentoring and guidance to team members to foster their growth and development.
• Review service level targets for case management to ensure customer satisfaction and escalation are being assigned.
• Provide customers both internal and external with clear guidance on technical support and Field Support procedures and best practices.
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