Prendio LLC
Technical Support Supervisor
Burlington, MA · Full-time
Sponsorship not specified$65k-$78kDetected 103 days ago
SQLJiraConfluenceHubSpotAccount ManagementProcurementRecruitingPerformance ManagementCustomer SupportLeadershipCommunicationProblem SolvingMentoringPublic Speaking
About the role
- After the initial 30-day training period, you'll transition to the standard hybrid schedule.) FLSA: Exempt Comp range $65,000 to $78,000 annually.
- We've built a thriving company where people are valued and are encouraged to grow and contribute ideas.
- We love to promote from within, so we take pride in investing in our people and striving to help each of our employees reach their fullest potential.
Responsibilities
- The Technical Support Supervisor is responsible for supervising a team of Technical Support Specialists, as well as troubleshooting and overseeing tickets for multiple clients.
- Oversee incoming technical support tickets by assuring timely response, categorizing problems, and managing backlog
- Provide guidance and mentorship to the Tech Support Specialists on handling complex technical problems, customer escalations, problem solving skills, and documenting ticket work
- Coordinate with the Tech Support Manager on the review of metrics and reports in HubSpot and Jira
- Schedule weekly huddles with Tech Support Team to discuss team performance metrics, operational updates, and ticket handling
- Coordinate training for newly hired Tech Support Specialists, checking in for 30 and 90-day reviews
- Document employee performance problems, presenting verbal and written warnings, involving management and HR when necessary
- Collaborate with Tech Support Manager and engineering teams to triage and prioritize work on bugs and enhancement requests
- Coordinate team needs for training, tooling, personnel, and career development with Tech Support Manager
- Help collaborate on Client Success workflows with adjacent teams, including Customer Service, Account Management, and Implementation
Requirements
- The ability to prioritize and handle multiple tasks in a fast-paced environment
- Strong communication skills, with the ability to interact professionally with clients, vendors, and all internal employees
- General knowledge of Prendio software and BioProcure services
- Experience with Reporting software, HubSpot, Jira, Confluence, SQL, XML, and JSON is helpful but not required
Skills
- Regularly meet with direct reports, also providing them with performance reviews every six months
- Occasionally assist the engineering and QA team with questions about testing bug fixes
- Perform other duties as assigned
Compensation
- Comp range $65,000 to $78,000 annually.
- $65,000 - $78,000 USD
Benefits
- Blue Cross Blue Shield Health Insurance - 100% of employee premiums paid
- BCBS Dental insurance - 100% of employee premiums paid
- VSP Vision Coverage - 100% of employee premiums paid
- Flexible Spending Account - Healthcare & Dependent Care
- Health Savings Account
- Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance and more
Company info
- At BioProcure, we believe that happy and fulfilled employees provide the best customer service.
- We take culture very seriously at BioProcure.
- We are always thinking of new and exciting ways to give back to our valued employees.
- We offer a competitive salary, outstanding benefits, a friendly work environment and plenty of opportunities to grow and advance in your career.
- Our Culture:
- About Prendio - Our Mission | Prendio's Procurement Management System
Equal opportunity
- equal opportunity employer and is committed to creating a diverse and inclusive workplace.
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This listing is sourced directly from Prendio LLC's careers page and normalized into a canonical job model.