Reporting to the Technical Support Manager, the Technical Support Supervisor will be responsible for supervising those answering Dealer-Customer inquiries through phone, chat, and email communication in a call center environment. Technical Support Supervisor is responsible for ensuring that partner interactions are held to the highest quality standards, quickly addressed and that technical staff have the knowledge and tools to be effective at their jobs. The position will require multitasking, coaching, thinking out-of-the-box and productive go-getter. JOB DUTIES: Supervise technical service-related operations. Ensure all team members are meeting performance and quality KPIs. Perform Call Quality Assessments. Follow up and coach team members about customer survey feedback Reach out to Dealer Customers who provide detractor NPS/CSAT scores. Oversee the work of technical support agents to ensure that all jobs are completed, assist with answering questions and take escalated phone calls Monitor queues and track inbound calls, calls waiting, abandonment rate, etc. Encourage and proactively coach and develop team members through career progression Be familiar with a variety of the field's concepts, practices, and procedures Keep track of team member attendance, PTO, weekly payroll and oversee team member?s daily schedules. Review daily metrics and help lead to the overall team goals YOU MUST HAVE: Hi technical competency and aptitude ? Must be able to assess tech calls in competency and approach. 2 Years Excellent Leadership Experience within a contact center 3 Years Excellent Customer Service/Tech Support Experience Prior experience with advanced usage of the English language inclusive of written and verbal communication. Must be able to work a rotating close schedule from 7AM to 6PM MDT. WE VALUE: 2 Years Experience in Troubleshooting technical products (Smart Home, AV, Surveillance, and/or Networking products) Experience using Microsoft Office Products, with intermediate capabilities in Microsoft Excel. Experience with SAP, Salesforce or inContact Experience with installing technical products (Smart Home, AV, Surveillance, and/or Networking products) Strong knowledge of contact center performance metrics Experience coaching others in a contact center WHAT'S IN FOR YOU: Great work environment and exceptional Resideo benefits Ability to grow into different areas of the organization based on expertise and interest. LI-AA1 LI-Onsite Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com. At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO is the Law poster.pdf?rvfdc492d184344b3ea4aec0c96b321632), "EEO is the Law" Supplement Poster (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO is the Law Supplement Poster.pdf?rvebe367cad846443e8fa5aa86062813b6) and the Pay Transparency Nondiscrimination Provision (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/Pay Transparency Nondiscrimination Provision.pdf?rv11a9cf6533ba426296b137d906b0ce01). Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice (https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo - Recruitment Privacy Notice.pdf?rv6d871e71bfa24982b181c92fda232b7a). If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.