Description
Position Summary
Avantext, Inc. is a growing company that sells regulatory compliance software and digital technical publications for the aviation industry. We are currently seeking a Technical Support Supervisor to manage the company's end-user support functions for its B2B software products. This is a hands on technical support position handling Tier 1 and Tier 2 calls, help desk functions, and subscription fulfillment activities. The Technical Support Supervisor is expected to help resolve customer inquiries while also supervising the members of the Customer Support team. The team's duties include training new users, maintaining end-user support materials such as context-sensitive product help files, and assisting in usability testing for new releases of the applications.

The Customer Service team is also responsible for all aspects of subscription fulfillment for customers using the software via CD or DVD. These responsibilities include determining order quantities, coordinating disc replication and shipping, and resolving customer inquiries about orders. Central to the performance of this position’s duties is the maintenance of the business-critical subscription-fulfillment system. The CS Supervisor is expected to coordinate ongoing cross-functional efforts to optimize use of this system.


Ensure that customers’ orders and product-support needs are fulfilled in line with quality standards through effective management of the Technical Support team and its software.

Essential Functions (in order of importance)
1. Ensure that all aspects of product order fulfillment from shipping through post-delivery support are performed effectively and within quality standards
a. Ensure that customer calls and emails are answered appropriately.
b. Manage all data-capture and metric reporting functions related to service calls
c. Manage all functions related to disc replication and shipping
2. Supervise staff: hire, schedule work, train, develop and administer work rules, etc.
3. Through the CS process, gather data on customer use patterns, complaints, etc. and report on trends to the Product Manager to assist in product development
4. Lead efforts to improve systems and procedures used to perform support functions
a. Establish data-entry rules, and develop reports to use in monitoring staff compliance with the rules.
b. Lead cross-functional teams to develop procedures, new requirements, etc.
c. Work with the Quality Assurance Manager to coordinate testing of any upgrades
d. Document procedures, policies, etc.
5. Assist in the development of end-user support materials for Avantext products, including tutorials, help files, FAQs, etc.
6. Other duties as assigned.

Requirements
While the CS Supervisor does not have to be a tech guru, the position does require a strong knowledge of software installation issues, networking, and troubleshooting internet access problems. Candidates MUST have proven prior experience supporting users of software applications.

Also required:
1. Excellent verbal and written communication skills. Bilingual a plus (English/Spanish).
1. Bachelor’s Degree, preferably in Computer Science, or equivalent work experience.
2. Minimum three years experience in a Customer Services, Help Desk or Technical Support role, with extensive experience training and supporting users of desktop, networked and asp software applications.
3. Experience with customer relationship management systems (CRM).
3. Excellent analytical, project management, leadership and organizational skills.
4. Proficiency with MS Office applications.
5. Ability to perform simple quantitative analyses of data.
6. Ability to lift 50 pounds.

Preferred experience:
1. Knowledge of database structures and Crystal Reports
2. Prior experience writing or augmenting software help files, user manuals, or tutorials.
3. Minimum two years supervisory experience in a Service Desk environment.
4. Experience with shipping and order fulfillment a big plus.

This position requires a flexible work schedule (daytime, weekday hours).