Supervisor, Technical Support

As a Supervisor, Technical Support at Axon, key responsibilities include overseeing the daily operations of the technical support team, ensuring adherence to troubleshooting workflows, and monitoring performance metrics to assess efficiency and customer satisfaction. You will also mentor and train your team, handle escalated issues, and collaborate with other teams to drive resolutions.

To qualify for the Supervisor, Technical Support role at Axon, candidates typically need a Bachelor’s Degree or equivalent experience, alongside three years of technical support experience, including at least one year in a supervisory role. Proficiency in SaaS applications, networking, and troubleshooting is essential.

Axon values continuous learning and professional growth for its Technical Support team members. As a Supervisor, you will conduct regular training sessions and team meetings to enhance skills and identify opportunities for improvement. The company also offers access to learning and development programs to help employees grow.

At Axon, the work environment for a Supervisor, Technical Support is dynamic and collaborative. You'll be part of a fast-paced team that values innovation and diverse perspectives. The company fosters a caring culture that emphasizes inclusion and supports employees' well-being and work-life balance.

Axon offers a competitive benefits package for its Supervisor, Technical Support position, which includes a 401k with employer match, discretionary paid time off, paid parental leave, medical, dental, and vision plans, as well as programs focused on fitness and emotional wellness. Plus, you'll enjoy a workplace that promotes snacks and a supportive atmosphere!

When handling escalated technical issues as a Supervisor, I first ensure I understand the problem clearly by reviewing the case details and communicating with the team member involved. It's crucial to empathize with the customer while working with cross-functional teams to facilitate a swift resolution, keeping the customer informed throughout the process.

I've mentored and trained numerous technical support staff by designing tailored training sessions that focus on skill gaps identified through performance metrics. I believe in fostering a collaborative learning environment where team members can share knowledge, ask questions, and receive constructive feedback to enhance their skills.

In evaluating technical support team performance, I focus on key metrics such as first contact resolution rates, average response and resolution times, customer satisfaction scores, and ticket closure rates. Monitoring these metrics allows us to identify trends and areas for improvement while maintaining high service-level expectations.

Managing team scheduling in a fast-paced environment involves thorough planning and communication. I utilize workforce management tools to forecast demand and adjust schedules accordingly. Regular check-ins with team members help ensure coverage while accommodating individual needs and optimizing team performance.

My approach to implementing process improvements involves analyzing current workflows, gathering feedback from team members, and identifying pain points. I prioritize open communication and collaboration with team members to brainstorm solutions, which can range from adopting new tools or automation to streamlining troubleshooting procedures.

One successful training program I developed focused on improving our response to common technical issues. I analyzed frequent troubleshooting scenarios and created an interactive module that included simulations and role-playing exercises. This not only increased knowledge retention among team members but also significantly improved our first contact resolution statistics.

To ensure my team stays updated on product knowledge, I implement regular training sessions that cover new features, troubleshooting techniques, and industry trends. Additionally, I create a centralized repository of resources that team members can reference and encourage open discussions during team meetings to review any updates.

To maintain high customer satisfaction in technical support, I emphasize proactive communication, ensuring that customers are informed at every stage of issue resolution. I also encourage team members to actively listen to customer feedback and take a personalized approach to each interaction, which fosters trust and loyalty.

In a previous role, I encountered a complex issue involving multiple systems that affected several customers. I led a cross-functional team to diagnose the root cause and coordinated resources effectively to resolve the issue. Clear communication with customers throughout the process was key, and we managed to restore service while minimizing disruption.

I approach collaboration with engineering and product teams by establishing regular communication channels and ensuring they have a clear understanding of customer feedback and recurring issues. I advocate for our technical support team's insights in product development, promoting a cycle of continuous improvement that benefits both teams.