Job: Technical Support Supervisor - 3rd Shift (10pm-6:30am)

Supervise the activity of the Technical Support Technicians and Leads and providing assistance to the Customer Support Department Manager on our third (10:00pm - 6:30am) shift Technical Support Team.

ESSENTIAL DUTIES & RESPONSIBILITIES
* Provide Shift Reports to Management
* Manage shift schedules
* Monitor systems to ensure quality of service via tickets and phones for Support and Lead correspondence
* Create ways to lower call and/ or ticket volume by using automated systems
* Assign tasks created weekly by Management in addition to creating tasks for approval by Management
* Cross train Supervisors
* Ensure correct training of the Support Leads
* Black list management
* Supervisor calls/escalated customer service issues
* Relay information provided by Management to Support
* Provide information regarding product rollouts to Support
* Work with Department Management to complete bi-yearly reviews of Support and Lead Technicians
* Work with department Manager for employee development and corrective action
* Help Manage External Ticket System Administration
* Week and weekend on-call for customers that need assistance from Management
* Watch for common issues during shifts and report to management
* Manage support users and groups within the control center
* Suggest/request modifications as needed
* Provide weekly scheduled task report to Management
* Monitor Support posts on CrystalTech forums
* Continuously look for ways to improve everything we do and DRIVE our visions and goals for achieving and maintaining the highest level of customer support possible
* Work closely with and PUSH management in these efforts
* Help create plans/processes to improve quality, etc. within the company and department
* Ensure Leads follow up on tickets/ calls that were not resolved and communication has ended (to ensure all issues are resolved completely)

*Prior supervisory experience - preferably in a web hosting environment
*Windows 2003 server administration
*Experience with Mail Server and Database administration
*IIS6/IIS7 (Internet Information Server)
*Excellent work ethic
*Punctual, reliable, ambitious
*Excellent interpersonal, communication and written skills
*Excellent customer service and problem solving skills
*Prior technical phone and email support
*Familiar with web based scripting languages such as ASP.NET, ColdFusion, Perl, and PHP
*Linux/ Unix administration including Bind, Apache, mail, and database administration is a plus
* Experience with CMSs and shopping carts such Joomla, ZenCart, Dot Net Nuke (DNN) and Pinnacle Cart is a plus!

Must be an individual who prefers working in a team environment and who can demonstrate excellent team working attributes. Must be able to work collaboratively and to develop effective working relationships within the organization and with customers. Must have a flexible approach and enjoy working in a rapidly changing and growing organization. Must represent Newtek Technology Services in a professional manner. Must have a flexible work schedule and be able to work various shifts as assigned.