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Supervisor - Software Technical Support, Eyefinity

Location Rancho Cordova, United States
Posted 21-May-2019
VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we re all focused on a singular mission: to help people see. Learn more by visiting
General Summary
With general supervision; plan, organize, prioritize and monitor work flow in the unit; evaluate, monitor, and streamline support processes; supervise, train and evaluate staff to achieve and maintain department standards.
Essential Functions
Maintain a working knowledge of all software versions, understanding the purpose and use of such software in a customer environment
Evaluate software support process, assisting in the development and improvement of troubleshooting and support procedures
Develop, maintain and monitor unit standards and support guidelines to ensure efficient, accurate and measurable performance
Manage customer escalation calls in a timely manner and implement plan to meet customer satisfaction goals
Monitor unit expenses to ensure unit costs are within established levels
Develop and conduct weekly trainings to ensure all staff receives appropriate information/instruction/updates
Monitor performance of direct reports; provide prompt and objective coaching and counseling; conduct performance reviews and recommend salary increases
Participate in the hiring and interviewing process for open positions within the unit ensuring that the most qualified candidates are selected
Ensure effective communications are maintained within the unit and externally. Where appropriate inform employees as to plans and progress. Conduct employee discussion sessions at regular intervals.
Coordinate with other unit/departments to facilitate special requests, resolve work flow or production issues
Job Specifications
Typically has the following skills or abilities:
Degree in Business Administration/Management or related field, or equivalent experience
Five years experience in a software support role
Five years supervisory/lead experience
Excellent written and verbal communication skills
Ability to analyze work processes and make recommendations to improve department and support efficiency
Ability to understand all internal work processes and procedures and communicate those effectively to staff, trainers, documentation team and department management
Strong organizational skills allowing for excellent follow-through with tasks and customer communications
Preferred Skills
Experience supporting a software or technical product in a call center environment
Ability to coach and train both technical concepts and soft skills
Working knowledge of Eyefinity software products
Working knowledge of the optometric industry
Demonstrated skills creating and managing reporting tools including Salesforce, Jira. and Confluence
Demonstrated ability to develop and motivate staff to perform at peak levels
Ability to develop and build relationships within the team and across the company
Working Conditions/Physical Demands
The working environment is generally favorable, lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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