Technical Support Team Leader

Company: Navigator Business Solutions, Inc.
Location: Lehi
Posted on: May 28, 2023

Job Description:

Navigator Business Solutions-Splashtrack-JobDetails Login Sign Up Technical Support Team Leader

• Job TitleTechnical Support Rep
• Annual Salary$60,000/Year - $90,000/Year
• Location2901 W Bluegrass Blvd, Suite 200, Lehi, Utah
• Work StatusFull-time
• Posted DateApr 14, 2023 Job DescriptionThis position is responsible for providing support directly to customers and is responsible for leading a group of Support Technician representatives.
  
  For direct customer support, the primary responsibility is answering the Support Hotline and resolving tickets. This position will have extensive knowledge in resolving customer issues in ERP systems.
  
  For leading a Support team, the primary responsibility is to lead the team in efficiently and effectively resolving client tickets at a high level of customer satisfaction. The position will be responsible for implementing the tools and processes that enable team success and then coach and mentor team members for maximum performance. The position will also be responsible for establishing and/or maintaining appropriate KPIs and measuring group and individual activity against quality and quantity metrics.
  
  As a Support Team Leader, the position is the voice of and advocate for the customer inside the company and will regularly meet with Sales, Services, Development, and SAP to escalate cases, as needed, and to provide updates on progress towards resolution.
  Duties And Responsibilities Essential Functions and Basic Duties:
  The responsibilities are split between team leader and individual contributor roles.
  
  This position will have a direct interface with external customers daily as well as team leader functions.
  --- Resolve customer issues or escalate to other departments for resolution.
  --- Proactively identify opportunities to improve customer experience.
  --- Be available for additional support during implementation go-lives.
  --- Answer calls via the Support Hotline.
  --- Provide initial triage and troubleshooting of support tickets and address as appropriate until full resolution.
  --- Participate in Support ticket review meetings with Account Management as needed.
  --- Serve as a point of contact to specific customers as needed.
  --- Actively share knowledge with others and contribute regularly to the support knowledge base.
  --- Create training documents and/or recordings for internal and customer use.
  --- Create and deliver feature preview webinars for new releases as needed.
  --- Handle after-hours emergency customer calls/tickets.
  
  This position as a team leader will have direct supervisory responsibilities with the assigned team.
  --- Lead either the SAP Business ByDesign or SAP Business One support team.
  --- Serve an active role in the escalation path of tickets by taking escalated support calls and regular support calls, as needed.
  --- Troubleshoot and conduct root-cause analysis of support tickets, as appropriate.
  --- Escalate tickets appropriately, working with Development, SAP, and/or 3rd parties regarding product issues.
  --- Create and facilitate on-going staff training to ensure customer satisfaction.
  --- Hold regular 1-on-1 meetings with each team member and provides coaching as needed.
  --- Ensure the team is fully staffed with the right team members in place and make recommendations for needed changes to ensure proper staffing.
  --- Create and monitor KPIs that drive team excellence.
  --- Manages team members as appropriate through coaching and/or disciplinary action as needed.
  --- Assist with the administration of support systems and tools as necessary.
  --- Perform other duties and projects as assigned.
  ________________________________________
  Performance Measurements:
  To be successful in this position, the Support Team Leader must do the following:
  --- Meet customer SLAs as documented in the Maintenance and Support Agreement.
  --- Achieve a 90% customer satisfaction score or higher.
  --- Maintain a low-ticket backlog, as dictated by Navigator Management.
  ________________________________________
  Key Organization Interfaces:
  This position will report directly to the Executive Vice President, Services and Support and will have direct interaction with IT, Development, Product Management, Account Management, Business Consultants, Marketing, Executive Management, SAP, and 3rd Parties.
  ________________________________________
  
  Qualifications:
  Education/Certification:
  --- Bachelor's Degree preferred.
  --- 1-2 years of experience in a leadership position preferred.
  
  Required Experience:
  --- Previous experience with SAP Business One or SAP Business ByDesign is a plus.
  --- 1-2 years of experience in Financial ERP systems is a plus.
  --- 1-2 years of experience with Customer Service & Technical Support is a plus.
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