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Supervisor, Technical Support

Job Title

Supervisor, Technical Support

Job ID

27673982

Location

Middleton WI US 53562

There’s a reason Insperity was ranked in the top 3% on WorkplaceDynamics’ National Top Workplaces list and named one of the top 100 companies to work for in the U.S.

Want to work for us and find out why?

As a trusted advisor to America’s best businesses for more than 35 years, Insperity provides an array of human resource and business solutions designed to help improve business performance. In addition, we provide the client company and their worksite employees with a wide array of value-added benefits and services.

Insperity offers a competitive compensation package and a world-class benefits package, including 19 days paid time off, 9 paid holidays, medical, dental and vision benefits, 401k and tuition reimbursement. At Insperity, we’re committed to providing a positive work environment, and to helping our employees succeed both personally and professionally.

Supervisor, Technical Support

We are currently seeking a Supervisor, Technical Support to join our team. 
SUMMARY
This position is responsible for supervising the technical support teams for the Business Performance Solutions (BPS) team focusing on the ExpensAble, PerformSmart and OrgPlus software products.

Responsibilities
Under limited supervision and much decision-making:

  • Supervises support of BPS applications and aids in implementation of business unit/departmental applications (Including e-mail, web applications, and client applications).
  • Assumes primary responsibility for the performance of business applications, including solving the range of interoperability issues that may exist in the environment.
  • Manages and participates in the problem resolution process in a consultative manner, at a high level, for the production environment related to all desktop and SaaS product applications. Will act as second and third tier support, as well as working the phone queue during high call volume times for issues related to product offerings.
  • Supervises department personnel and conducts performance reviews for assigned employees. Supervises department projects/work.
  • Works with other Technology Solutions departments in the deployment of changes and/or upgrades to business systems. Assists in quality control for new development.
  • Works with clients in prioritizing information requirements.
  • Plans team resource needs; allocates and supervises.
  • Communicates status and issues to higher levels of management.
  • Ensures active regular communication between support team and other departments.
  • Shares responsibility for overall end-user/customer satisfaction.
  • Communicates needs and schedules to department; ensures adherence to standards.
  • Facilitates problem resolution by reviewing open trouble tickets, gathering additional information, updating tickets with current information, proactively statusing customers, and driving the resolution process.
  • Works to improve the knowledge base and customer service skills of the technical support department. Documents all problem resolutions in provided problem tracking software, creates documentation on recurring or frequent problems.
  • Aids in short and long-term objective planning.
Qualifications

  • High school diploma or equivalent is required. Bachelor’s degree in related field is preferred.
  • Five years of technical support experience is required.
  • Two or more years in a leadership role is required.
  • Experience with desktop, back office applications and the MicroSoft environment required.
  • Knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence.
  • Customer focus and ability to manage client expectations.
  • Project management skills with ability to manage multiple small to large projects in a cross-functional environment.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.