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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support operations, including ticket queue management, team supervision, and process improvement. Proficient in client relationship management and capable of guiding teams through troubleshooting and operational challenges.
Highest-signal resume keywords
Technical Support OperationsTicket Queue ManagementTeam SupervisionProcess ImprovementClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIT SupportTroubleshootingSystems AdministrationBusiness Application AdministrationChange ManagementProblem ManagementQuality AssuranceDocumentationContinuous Improvement
Soft Skills
CoachingCommunicationCollaborationGuidanceFeedback
Tools & Technologies
Retail TechnologyEnterprise SystemsIntegrated Business ApplicationsNetwork ConnectivityHardware Deployments
Certifications & Qualifications
High School DiplomaAssociate's Degree in TechnologyBachelor's Degree in Technology
Industry Keywords
Customer Support OperationsField Service OperationsOperational IssuesService LevelsWorkload Prioritization
About the role
Key responsibilities & impact- Oversee daily technical support activities by coordinating ticket assignments, workload priorities, queue coverage, and follow-up
- Provide day-to-day guidance, coaching, and feedback to support personnel
- Reinforce team procedures, service standards, and consistent communication
- Monitor manual review queues and support activities to identify overdue requests, recurring issues, workload imbalances, and service risks
- Bring significant concerns to the Support Team Director
- Assist with escalated client, shopper, and operational issues through investigation, troubleshooting, documentation, and communication with appropriate technical teams
- Maintain troubleshooting guides, support procedures, and knowledge resources
- Identify process improvement opportunities and recommend changes to the Support Team Director
- Assist with onboarding and cross-training, share technical knowledge, and identify team training needs
- Maintain working knowledge of supported hardware, software, network connectivity, and system workflows
- Guide technicians and assist with troubleshooting when needed
- Support coverage across relevant time zones and participate in after-hours escalation coordination when required by business needs
Requirements
What you’ll need- High school diploma or equivalent, or a combination of education and relevant experience sufficient to perform the role
- Associate's degree in a technology-related field (preferred)
- Bachelor’s degree in a technology-related field (preferred)
- 3+ years experience in technical support, customer support operations, IT support, or a related field
- 3+ years experience monitoring ticket queues and service levels
- Experience supporting retail technology, distributed sites, hardware deployments, or field service operations
- Experience leading teams responsible for technology operations, application support, systems administration, business application administration, or related IT operational services
- Knowledge of complex, integrated business applications, enterprise systems, and/or technology platforms that support business operations
- Understanding of standard IT and business process disciplines, including change management, problem management, work prioritization, quality assurance, documentation, and continuous improvement practices
- Ability to supervise daily operational work, assign priorities, monitor progress, and support timely completion of team deliverables
- Ability to analyze operational issues, identify trends, interpret information, and support resolution using established guidelines, procedures, and precedents
- Client relationship management and collaboration skills
- 3+ years prior supervisory or team-lead experience (preferred)
- 2+ years equivalent combination of training and supervisory/team-lead experience (preferred)
Benefits
Comp & perks- Medical, dental, vision, and life insurance plans with coverage starting on day one
- 6 free sessions each year with a licensed therapist
- 18 paid time off (PTO) days annually for full-time employees
- 6 company holidays per year
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
- Employee discounts
- Tuition reimbursement
- Student loan refinancing
- Free access to financial counseling, education, and tools
- Maternity support programs
- Nursing benefits
- Up to 14 weeks paid leave for birth parents
- Up to 4 weeks paid leave for non-birth parents