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Posted: 9/16/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Level 1 support operations, mentoring support engineers, and ensuring SLA compliance while delivering exceptional customer service. Proficient in evaluating performance metrics and maintaining documentation for continuous improvement.
Highest-signal resume keywords
Technical Support ExperienceSLA Compliance MonitoringMentoring And CoachingCustomer Support Software FamiliarityPerformance Metrics Evaluation
About the role
Key responsibilities & impact- Oversee day-to-day operations of the Level 1 support queue
- Manage and prioritize the Level 1 case queue, ensuring timely assignment and resolution
- Monitor SLA compliance and escalate cases nearing breach
- Mentor and develop Tier 1 Support Engineers through shadowing, feedback sessions, and skill development
- Conduct regular queue reviews to ensure proper case distribution and reassignment
- Collaborate with Level 2/3 leads to ensure smooth handoff of complex cases
- Maintain documentation and knowledge base updates based on recurring Tier 1 issues
- Participate in onboarding and training new support engineers
- Monitor Quality Assurance Scores for technical support agents
- Report weekly queue health and performance metrics to the Technical Support Manager
- Provide guidance and technical expertise to resolve complex issues and deliver exceptional customer service
Requirements
What you’ll need- A minimum of 2 years of experience in a technical support role
- Ability to evaluate and interpret data from customer interactions, performance metrics, and feedback
- Strong verbal and written communication skills
- Ability to coach and mentor technical support agents
- Attention to detail when assessing interactions and ensuring quality standards
- Familiarity with customer support software, Learning Management Systems (LMS), and communication tools
- High School Diploma/GED or BA in Information Technology, Computer Science, Business Administration, or a related area is often preferred
- Availability after hours, on select holidays, and on weekends to respond to escalated issues
Benefits
Comp & perks- Employer-subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program (EAP)
- Educational Assistance
- Parental Leave
- Paid Time Off for vacation, personal business, sick time, and parental leave
- 12 Paid Holidays
- Performance-driven salary
- Cutting-edge work and opportunities to develop solutions alongside dedicated experts
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 SupportData EvaluationQuality Assurance MonitoringCase ManagementDocumentation Maintenance
Soft Skills
Strong Communication SkillsAttention To DetailCoaching And Mentoring
Tools & Technologies
Customer Support SoftwareLearning Management SystemsCommunication Tools
Certifications & Qualifications
High School Diploma/GEDBA In Information TechnologyBA In Computer ScienceBA In Business Administration
Industry Keywords
Level 1 SupportTechnical SupportCustomer ServiceSLAQueue Management