ViaPath Technologies · 1 week ago
Technical Support Supervisor (Service Excellence)
Dallas, TX
Full-time
Onsite
Senior Level
5+ years expViaPath Technologies is seeking a Service Excellence Supervisor to oversee Channel Partners and manage VIP customer interactions. The role focuses on ensuring effective solutions for chronic customer issues and involves coordination between multiple teams and customers.
Management Information SystemsTelecommunications
Responsibilities
Serve as an Ambassador for ViaPath
Acknowledgement of incidents/escalations incoming from multiple communication channels as well as our ITSM, Service-Now
Supervise Channel Partner teams and attend channel partner client meetings and escalations
Supervise Regional Tier 3 Technician’s in their liaison with Field Services
Work with Regional Tier 3 for feedback from the field for chronic issue identification
Identify and prioritize productivity, employee development, case, and queue work load for all supervised parties
Identify trends and provide recommended solutions to lingering problems as it applies to chronic facility issues
Troubleshooting and facilitating diagnostic for service issues as follow up to engineering inquiries
Review monitoring system to determine application and/or hardware status for proactive identification of service issues
Recommend service changes across multiple teams to positively impact customer experience
Coordinate and participate in client partnership and VIP account meetings with customers regarding their service needs
Ability to diagnose, advise, and navigate multiple platforms to determine scope of escalations and provide triage troubleshooting as needed for escalations
Other duties as assigned
Qualification
Required
High School Diploma or GED required; Associate's degree preferred
Minimum of 5+ years of experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting working with an ITSM (ticketing system); experience leading teams desired
Experience with the use of JIRA ticketing system
Knowledge and understanding of Agile methodology and best practices
Experience with Project or Account management and ability to create and review analytics
Exceptional listener and communicator; Strong verbal and written communications skills
Ability to work in a fast-paced environment and multi-task on work assignments
Strong organizational skills
Ability to lead teams
Strong customer service delivery skillset with the ability to interact with various levels of the customer management
Ability to manage outages and lead discussions with responsible parties
Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
Ability to identify and implement process improvement and standards of excellence
Ability to gain internal support and establish solid working relationships
Ability to translate technical concepts to peers, management, leadership and customers
Ability to work in an environment that operates 24/7 with an ability to work outside of the listed schedule/hours as needed
Preferred
Associate's degree preferred
Certified Scrum Master (CSM) certification is preferred
ITIL Foundation Certification preferred
Experience with monitoring systems a plus
Benefits
Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO) – Including vacation and sick time
Company Holidays
Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
Company
ViaPath Technologies
ViaPath Technologies provides communications and management technology services.
1001-5000 employees
H1B Sponsorship
ViaPath Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Deb Alderson
President & CEO
Recent News
2025-12-01
Company data provided by crunchbase