Technical Support Supervisor (Service Excellence)

ViaPath is seeking a Service Excellence Supervisor (SES) for our weekday day shift. The position will report to the Director of Technical Services and will oversee Channel Partners, VIP Customer Interactions, and Investigative Discovery for chronic issues for our customers . The focus will be to ensure VIP customers are being solutioned successfully through resolution which will include coordinating resources and communicating between multiple teams and the customer. The Service Excellence Supervisor will provide regular reporting to management to identify chronic issues and work closely with the tier 3 regional incident coordinators to ensure proper feedback from the field is identified and solutioned.

This position will be based at the ViaPath office located in Dallas, TX.

Serve as an Ambassador for ViaPath
• Acknowledgement of incidents/escalations incoming from multiple communication channels as well as our ITSM, Service-Now
• Supervise Channel Partner teams and attend channel partner client meetings and escalations
• Supervise Regional Tier 3 Technician's in their liaison with Field Services
• Work with Regional Tier 3 for feedback from the field for chronic issue identification
• Identify and prioritize productivity, employee development, case, and queue work load for all supervised parties
• Identify trends and provide recommended solutions to lingering problems as it applies to chronic facility issues
• Troubleshooting and facilitating diagnostic for service issues as follow up to engineering inquiries
• Review monitoring system to determine application and/or hardware status for proactive identification of service issues
• Recommend service changes across multiple teams to positively impact customer experience
• Coordinate and participate in client partnership and VIP account meetings with customers regarding their service needs.
• Ability to diagnose, advise, and navigate multiple platforms to determine scope of escalations and provide triage troubleshooting as needed for escalations
• Other duties as assigned

• High School Diploma or GED required; Associate's degree preferred
• Minimum of 5+ years of experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting working with an ITSM (ticketing system); experience leading teams desired
• Experience with the use of JIRA ticketing system
• Knowledge and understanding of Agile methodology and best practices
• Experience with Project or Account management and ability to create and review analytics
• Certified Scrum Master (CSM) certification is preferred
• ITIL Foundation Certification preferred
• Experience with monitoring systems a plus
• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Ability to lead teams
• Strong customer service delivery skillset with the ability to interact with various levels of the customer management
• Ability to manage outages and lead discussions with responsible parties
• Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
• Ability to identify and implement process improvement and standards of excellence
• Ability to gain internal support and establish solid working relationships
• Ability to translate technical concepts to peers, management, leadership and customers
• Ability to work in an environment that operates 24/7 with an ability to work outside of the listed schedule/hours as needed

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance - Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) - Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) - Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) - Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance - Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) - Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources - Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.