Position:
Technical Support Supervisor

Job Description:

Our Story

We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.

At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company we sell, install, and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, virtual infrastructures, and network traffic load balancers to name a few. Our customers can range from small businesses through to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure, and most importantly works well for their needs.

• Supervise, mentor, and coach the technical support team to improve performance and maintain a high level of customer service.
• Conduct regular performance evaluations, and one-on-one meetings, and provide constructive feedback.
• Manage team schedules, including shifts and coverage for peak times and holidays.
• Monitor and manage day-to-day support operations to ensure customer issues are resolved in a timely and efficient manner.
• Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
• Handle escalated customer issues that require managerial attention.
• Identify training needs and arrange appropriate training and development programs for team members.
• Keep the team updated with the latest technology, tools, and processes to enhance support quality.
• Prepare regular reports on team performance, customer feedback, and key operational metrics.

• Ensure customer issues are resolved with empathy and professionalism.
• Regularly review customer feedback to identify areas for service improvement.
• Help the team to resolve escalated support incidents from our customers and partners. A percentage of calls will be of a complex technical nature.

• Excellent English language skills both written and verbal.
• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in technical support, with at least 1-2 years in a supervisory or senior role.
• Proven ability to manage, mentor, and motivate a team, with excellent decision-making and problem-solving abilities.
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
• Strong customer service mindset with the ability to remain calm under pressure and handle escalated customer issues professionally.
• Experience with Application Support, Administration, installation, and troubleshooting of Windows or Linux-based devices and networks.
• The ability to acquire skills and develop quickly is essential.
• Excellent communication, interpersonal, and communication skills: face-to-face, telephone, and written.
• Willingness to work outside of normal business hours.
• Previous experience in busy technical support departments.
• Foreign language skills (German, French, or Spanish) would be desirable but not essential.