Enterprise Technical Support Lead- Hybrid (Remote Rotating weekend and overnights shifts required)

Company: STENOGRAPH, LLC
Location: Downers Grove
Posted on: May 9, 2022

Job Description:

Stenograph the leading supplier of machine writers, software, and other productivity tools and services to professional court reporters, CART providers, captioners, scopists, and transcriptionists in the shorthand and manual speech-to-text market is seeking a Enterprise Technical Support Lead in our Downers Grove, Office.\n Position: The Enterprise -Team Lead will oversee the functioning of the Technical Support Department, supervising technical support representatives and provide second-level support to internal customers. -Responsibilities: Oversee the technical support of company marketed software and hardware products.

• Monitor phone queues on a daily basis and make necessary staffing adjustments to insure timely call response.
• Assist with coordination of staffing and department scheduling.
• Resolve challenging, on-going technical and operational problems.
• Monitor department follow-ups, tracking response to the customers and guiding support representatives to the proper resolution.
• Receive and handle escalated customer issues and complaints and follow up as needed. Supervise support representatives
  • Evaluate job knowledge of support reps by monitoring and reviewing calls and assess training needs.
  • Give feedback regarding overall performance and call accuracy.
  • Document personnel matters for reps and maintain confidentiality.
  • Conduct yearly performance reviews. Provide second level technical support to customers and company employees by answering technical questions and resolving problems relating to company products.
    • Explain and enforce departmental and company policies and procedures.
    • Learn and Maintain a working knowledge of company marketed software and hardware products.
    • Identify, analyze and address software and hardware questions and problems. Qualifications The Technical Support Team Lead will have the following experience and attributes:
      • Rotating weekend and overnights shifts required (shifts will be remote)
      • Prior experience with sound mixing software a plus
      • Prior experience with audio recording hardware a plus
      • Associates degree or better, or related business experience.
      • Management experience a plus.
      • Previous technical support or related technical experience a plus.
      • Familiar with iOS and web browsers.
      • Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth, wifi and USB devices.
      • Ability to maintain a positive attitude and professional manner working under pressure.
      • Good problem solving and communication skills.

Keywords: STENOGRAPH, LLC, Downers Grove , Enterprise Technical Support Lead- Hybrid (Remote Rotating weekend and overnights shifts required), IT / Software / Systems , Downers Grove, Illinois