Technical Support Supervisor

DSI is a sales enablement company that has an immediate career opportunity for a Technical Support Supervisor to provide assistance in leading our efforts at Tier 1 and Tier 2 troubleshooting. At DSI we pride ourselves on a fun family-oriented work environment, and we take great satisfaction in going the extra distance for our customers.

Do you have a strong analytical mind, and a passion for new technology? As the Technical Support Supervisor, you will assist with basic troubleshooting efforts for commercial and multi-dwelling (MDU) customers. If basic troubleshooting does not rectify the customer’s situation, the Tech Support Supervisor will work cross-functionally to coordinate escalated troubleshooting via engineering or onsite technician visits. As new products or services are launched, you will be tasked to become proficient in troubleshooting best practices so cross-training can be implemented across our entire Customer Support team.

*This is an in-office or virtual position that will report to our Urbandale, IA office, or local remote*
Schedule Monday – Friday 8:30AM – 5:00PM

About DSI

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, L&I, MDU, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

Requirements

• Technical understanding of Satellite TV systems, as well as basic Internet troubleshooting
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Learn and retain an in-depth understanding of DIRECTV Commercial property channels
• Proficiency in notating account updates into proprietary software.
• Solve ongoing tickets in a timely manner and request follow-ups when needed

• Ability to work independently while also being a strong team player

• Resolve escalations and document throughout the process

Required Skills

• Experience with out-bound and in-bound call support
• Understanding Five9 and Zendesk systems is a plus
• Business to Business experience is a plus, but not required
• Ability to handle multiple ongoing tasks and shift focus quickly
• Proper phone etiquette and listening skills
• Ability to stay calm and de-escalate customers when they are stressed or upset
• Exceptional spoken and written communication skills
• Prompt, strategic, highly organized, and, goal-oriented
• Exhibit excellent time management skills
• The ability to balance multiple priorities simultaneously

Computer Skills

• Proficient in Microsoft Office, Excel, Word, and Outlook

Benefits

• Competitive pay with bonus opportunities
• Medical, Dental & Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
• 401k Plan with employer matching
• Paid vacation, personal/sick days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• Paid training
• Advancement opportunities, we prefer to promote from within!