Technical Support Supervisor; Service Excellence

Technical Support Supervisor (Service Excellence)

Job Location s: US-TX-Dallas

Position :

Category:
Service Excellence-Technical Support

Position Type:
Regular Full-Time

Via Path is seeking a Service Excellence Supervisor (SES) for our weekday day shift. The position will report to the Director of Technical Services and will oversee Channel Partners, VIP Customer Interactions, and Investigative Discovery for chronic issues for our customers. The focus will be to ensure VIP customers are being solutioned successfully through resolution which will include coordinating resources and communicating between multiple teams and the customer.

The Service Excellence Supervisor will provide regular reporting to management to identify chronic issues and work closely with the tier 3 regional incident coordinators to ensure proper feedback from the field is identified and solutioned.

This position will be based at the Via Path office located in Dallas, TX.

• Serve as an Ambassador for Via Path
• Acknowledgement of incidents/escalations incoming from multiple communication channels as well as our ITSM, Service-Not
• Supervise Channel Partner teams and attend channel partner client meetings and escalations
• Supervise Regional Tier 3 Technician's in their liaison with Field Services
• Work with Regional Tier 3 for feedback from the field for chronic issue identification
• Identify and prioritize productivity, employee development, case, and queue workload for all supervised parties
• Identify trends and provide recommended solutions to lingering problems as it applies to chronic facility issues
• Troubleshooting and facilitating diagnostic for service issues as follow up to engineering inquiries
• Review monitoring system to determine application and/or hardware status for proactive identification of service issues
• Recommend service changes across multiple teams to positively impact customer experience
• Coordinate and participate in client partnership and VIP account meetings with customers regarding their service needs.
• Ability to diagnose, advise, and navigate multiple platforms to determine scope of escalations and provide triage troubleshooting as needed for escalations
• Other duties as assigned

• High School Diploma or GED required;
  Associate's degree preferred
• Minimum of 5+ years of experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting working with an ITSM (ticketing system); experience leading teams desired
• Experience with the use of JIRA ticketing system
• Knowledge and understanding of Agile methodology and best practices
• Experience with Project or Account management and ability to create and review analytics
• Certified Scrum Master (CSM) certification is preferred
• ITIL Foundation Certification preferred
• Experience with monitoring systems a plus
• Exceptional listener and communicator;
  Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments

Strong organizational skills

Ability to lead teams

Strong customer service delivery skillset with the ability to interact with various levels of the customer management

Ability to manage outages and lead discussions with responsible parties

Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines

Ability to identify and implement process improvement and standards of excellence

Ability to gain internal support and establish solid working relationships

Ability to translate technical concepts to peers, management, leadership and customers

Ability to work in an environment that operates 24/7 with an ability to work outside of the listed schedule/hours as needed

Via Path, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. Via Path leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

Via Path is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.