About FieldStack

We take the complexity out of technology so retailers can achieve omnichannel excellence, create great customer experiences, and profitably grow their businesses.

Our single unified commerce platform with advanced analytics includes all the core systems needed to run a thriving retail chain — POS & Store Ops, eCommerce, Inventory & Supply Chain, Loyalty, CRM, and more. Data is collected everywhere and flows throughout the systems in real-time, which enables better decisions and makes it easy to optimize every part of a business. Through our Shared Success Partnership Model, we sit on the same side of the table as our clients, helping them continuously innovate and adapt to ever-changing customer expectations.

At FieldStack, our team is on a mission. We use our collective talent, ambition, and creativity to unleash the hidden potential of technology and data-driven automation for retailers. We support each other and live by 4 core values: create wildly successful clients, have an entrepreneurial spirit, engage with empathy, and be tenacious. Together, we transform our clients’ businesses into lean, customer-centric, data-driven operations.

Technical Support Supervisor

FieldStack is seeking a Technical Support Supervisor to join the growing Client Success team. This role oversees a team of Technical Support Engineers and Analysts. Responsibilities of the group include ensuring an excellent client experience. The team is tasked with resolving issues and being the voice of the client to internal teams. The group works with clients to ensure they are utilizing the FieldStack platform to its fullest extent. Serving as FieldStack subject matter experts, everyone on the team establishes close relationships with clients, product management, and product development.

We are seeking creative problem solvers who have experience managing, mentoring, and growing a technical team. The Technical Support Supervisor will handle a variety of responsibilities spanning hardware, software, database, and web work.

This is an on-site role where the supervisor will work from our South Portland office four days a week with one day working from home.

This position reports to the VP of Client Success.

Essential Functions:

· Lead team that handles direct client support via telephone, ticketing system and email

· Lead by example

· Mentor staff

· Monitor ticket metrics, establish and act on improvement plans for things like successful resolution time

· Be a technical interface between FieldStack and our clients

· Understand and define the problem statement and scope of client concerns

· Promptly communicate with clients and internal stakeholders to resolve technical issues and close support tickets

· Understand product functionality and drive client focused solutions

· Own technical issues and resolutions, collaborate with the development team when necessary

· Utilize patience, good listening skills, clear and concise terms, and respectful communication to coach clients through processes and help develop confidence in the product/service

· Function as an independent producer, but also work effectively and collaboratively as part of the fast-paced team

· Regularly create and maintain documentation

· Contribute to the department attainment of organizational objectives and high client satisfaction

· Other duties as assigned

Knowledge, Skills, Abilities:

· Minimum of 3 years’ experience in a product support, development, or troubleshooting capacity, SaaS experience preferred

· At least 1 year leading a technical team

· Experience interviewing and hiring job candidates

· Strategic thinker, able to balance daily operations with long term planning and goals

· Operational experience with performing SQL commands using SSMS preferred

· Experience with HTML and CSS preferred

· Understanding and experience with source control preferred

· Experience with various operating systems preferred, Windows required

· Experience troubleshooting hardware, personal computer, and application issues

· Retail experience is beneficial

· Experience building reports from SQL data is helpful

· Excellent verbal and written communication skills

· Excellent interpersonal and customer service skills

· Excellent organizational skills and attention to detail

· Excellent time management skills with a proven ability to meet deadlines

· Strong analytical and problem-solving skills, including lateral thinking and the ability to use several techniques and approaches when finding solutions

· Ability to prioritize tasks

· Thorough understanding of, or the ability to quickly learn about, the product

· Proficient with Microsoft Office Suite or related software

Education and Experience:

· Bachelor’s degree in related field, which may include Computer Science, Business, or Engineering preferred. Other backgrounds and equivalent experience considered

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• South Portland, ME 04106 (Required)

Work Location: In person