Position Description
Support Supervisor

Company Summary
LCPtracker, Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange, CA – with offices in New Braunfels, TX and Fenton, MI LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal, state, and/or local funding. 
Thousands of clients and over 100,000 contractors use LCPtracker for their certified payroll and construction site compliance needs. LCPtracker has been recognized year after year since 2017 as one of the “Best Places to Work” in Orange County by the Orange County Register.

Position Summary 
LCPtracker’s Support Department serves as the key touchpoint and default point of contact for new and existing users, guiding them through the functionality and helping to troubleshoot any issues that may arise while using any of LCPtracker’s products or services. This role is expected to help supervise most aspects of the support department which includes training and assisting support technicians and handling escalated cases.

Primary Duties and Responsibilities

• Maintain an atmosphere and culture of positive reinforcement and strengths-based coaching and training
• Assists management with implementing new processes or procedures
• Oversees case distribution and responsible for follow-ups 
• Assists support technicians in resolving user problems 
• Help users through email, phone, online presentations, and screen-share. 
• Improves support quality results by assisting in studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. 
• Monitor interactions of support technicians with users to ensure quality control
• Gives direction and makes recommendations as necessary 
• Assists the support manager/assistant manager with preparation of annual performance evaluations, as well as with maintaining documentation regarding employee performance 
• Meets with employees periodically to discuss progress toward work goals. 
• Ensures ample floor coverage through shift and schedule adjustments 
• Assists in training new support technicians 
• Troubleshooting of software, maintaining accurate documentation 
• Assisting in creation of DTRs for known issues or new issues 
• Abilities to report to department manager on success, failures, metric testing, etc. 
• Provides advanced technical support for users 
• Understanding of standard reports available on Contractor & Admin sides of LCP 
• Advanced understanding of utilized tools (Salesforce, 8x8, MS Teams) 
• Advanced time and calendar management 
• Effective communication skills, both verbal and written 
• Eloquently and accurately train others, internal and external 
• Advanced understanding of application, department and validation settings and their functionality
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies

• Confidentiality: This role may be privy to confidential and/or sensitive information. Must demonstrate integrity in maintaining confidential and sensitive information and strict adherence to organizational policies and procedures.
• Communication Proficiency: Uses friendly and proficient communication to interact with a wide range of people, frequently exchanging information about office operations.
• Time Management: Must manage their own time, using an electronic calendar in an email program to set meetings, to request others to attend and to coordinate their responses. Responds to requests for attendance at various meetings.
• Technical Capacity: Proficiency with many kinds of office equipment, software, and technology that is used or managed.
• Initiative and Proactivity: Correctly anticipates a need, volunteers readily, and acts without being told to do so. Brings new ideas to the company. Undertakes self-development activities; seeks increased responsibilities; takes calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Drive for Results: Is goal-oriented; maintains focus on the objective.
• Problem Solving, Personal Judgment: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics. Solicits and applies feedback.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Does not cut corners; monitors work to ensure quality; applies feedback to improve performance.

Education and Experience

• This role should have 2-3 years of experience as a support technician.   

Work Environment

This position operates in a professional office environment and role routinely uses standard office equipment such as computers, phones, mobile devices, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk and hear, use hands and fingers to type, scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms.
Ability to lift and move up to 25 pounds.

Position Type and Expected Hours of Work

This is a full-time non-exempt position. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday-Friday. However, some flexibility is allowed. Occasional evening and weekend work may be required as job duties demand.

Travel

There is no major travel requirement for this position. However, infrequent travel may be necessary to visit remote office(s), attend conferences/industry events, etc. Attendance at our corporate Staff Retreat is required. This event is a 2-3-day retreat.  Attendance at our annual User Conference as assigned. 
 

Salary Range
The Executive Assistant hourly rate range is $25.00 - $27.00 per hour.
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Benefits

• Along with competitive pay, as a full-time LCPtracker employee, you are eligible for the following benefits:
• Paid Time Off
• 10 Paid Holidays
• Phantom Stock
• 401k Plan with up to 4% company match
• Medical Benefits (Health, Vision and Dental)
• Life Insurance
• LTD & STD
• Employee discounts and perks program

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LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individual’s employment eligibility to work in the United States. View the attached notices, available in English and Spanish, for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)
LCPtracker, Inc. is an equal opportunity employer of all qualified individuals, including minorities, women, veterans, and individuals with disabilities, and regardless of sexual orientation or gender identity. LCPtracker, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.
LCPtracker is committed to the full inclusion of all qualified individuals. In keeping with our commitment, LCPtracker will take steps to ensure that people with disabilities are provided with reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact the LCPtracker Human Resources Department at HR@lcptracker.com.