Technical Support Supervisor

The Technical Support Supervisor is responsible for leading, coaching and motivating a team of tier 1 and tier 2 Support Agents. This role reports to the Director of Technical Support. The ideal candidate is driven, metric-focused, and deeply empathetic with emphasis on delivering superior customer journey and consistency in the way we do business. Responsibilities include supervising Technical Support Level 1 and Level 2 resources by monitoring phone, case and queues, escalations management and process and procedures development. Other responsibilities include a wide-range of in-depth diagnostics and troubleshooting of Q-SYS products, audio, video, networking, and third-party control integration. The successful candidate possesses extensive knowledge working with integrated and converged networked AV&C products in diverse ecosystems as well as general application knowledge of Live Sound and Cinema products and markets.

Base Pay Range $77,000 - $100,000
We will be accepting applications until a final candidate is identified.

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans, generous time off and profit sharing.

QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS software-based audio, video and control Ecosystem.

By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.

Q-SYS is a cloud-manageable audio, video and control (AV&C) Platform built around a modern, standards-based IT architecture. With established solutions across Corporate, Education, Hospitality, Venues & Events, Cinema, Government, Healthcare, and Transportation, Q-SYS redefines what is possible for live and virtual experiences by uniting hardware and software partners, developers, and creators.

QSC Pro Audio delivers high-performance loudspeakers, digital mixers, power amplifiers, software and accessories. Our innovative products and solutions, supported with free training & education and unparalleled customer service, set the stage for creators, performers, and entertainment providers to confidently deliver impactful experiences for their audiences.

Supervisor role
* Supervise day-to-day operations in a high-volume call center and tech support operations environment. A team of office, hybrid, and virtual support agents.
* Actively monitor call and case queues ensuring departmental KPIs including CES, CSAT, call handling, call response/wait times and first call resolution (FCR) metrics are met.
* Provide a frictionless experience for the team by identifying bottlenecks, finding solutions, along with informal technical and functional direction as well as training as needed.
* Act as the Voice of the Customer and the primary representative of the team serving as the escalation/de-escalation point for critical customer issues and difficult situations.
* Develop the processes and procedures needed to scale the organization and to ensure consistency in the way we deliver support to our external and internal customers.
* Work cross-functionally with Advanced Technical Support, Quality, Sales and Engineering teams on features/functionality, product enhancements, bug fixes, identifying trends, and implementing solutions to mitigate similar challenges down the road. Lead corrective action plans and retrofit programs as required.
* Collaborate with IT, Customer Care and Technical Services Group to drive AI solutions, automation and enhancements to Customer Support systems and processes.
* Provide regular reporting, including case and call volumes, call wait times, FCR, CSAT, etc.
* Assist in the scheduling and staffing requirements to ensure daily workload needs are met.
* Promote collaboration and information sharing utilizing Salesforce knowledgebase, JIRA, SharePoint and Confluence.

Support Agent role
* On needed basis provide Level 2 support to Q-SYS's global customers. This includes in-depth technical troubleshooting and diagnostics of Q-SYS products, network systems, audio and third-party control integration, through phone, emails and escalated cases.
* Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.

* Bachelor's or Diploma in a technical/engineering discipline, or equivalent experience.
* 8 to 15 years' experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.
* Able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties.
* Remains calm under pressure.
* Q-SYS Level I, Level II, Controls 101, Control 201, Video 101, and Quantum Level I certified
* Dante and AVIXA certification is highly desirable
* Deep understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony
* Experience with Unified Communications systems and third-party control integration (Microsoft Teams, Zoom, etc.) is highly desirable.
* Advanced knowledge of Salesforce Case Management.
* Knowledge of call center tools, Five9 is highly desirable.
* Proficiency with leading a support team.
* Strong organizational skills (time management, prioritization, attention to detail).
* Eagerness to help others be successful, learn new tools and technologies, and lead an efficient, effective, and collaborative team.
* Excellent skills in developing processes and procedures
* Ability to manage multiple high-priority initiatives in a fast paced, technical environment.
* Scheduling flexibility