Technical Support Supervisor
2 weeks ago
We are seeking an experienced Technical Support Supervisor to lead our Contact Center team in delivering exceptional customer experiences.
Key Responsibilities- Serve as a subject matter expert, providing coaching and guidance to technical support representatives to resolve complex issues efficiently.
- Maintain a deep understanding of contact center operations, ensuring seamless customer interactions and optimal performance metrics.
- Collaborate with the training department to develop and implement effective training programs, equipping representatives with the necessary skills to address customer concerns effectively.
- Analyzing data to identify trends and areas for improvement, informing strategic decisions to enhance customer satisfaction and operational efficiency.
- Developing and implementing strategies to drive revenue growth, while maintaining a strong focus on customer experience and loyalty.
- Providing regular feedback and coaching to direct reports, fostering a culture of continuous learning and improvement.
- Serving as a key liaison between departments, ensuring effective communication and collaboration to achieve business objectives.
- A minimum of 1+ year of experience in internet diagnostics/troubleshooting, preferably in the telecommunications/cable industry.
- Strong technical acumen, with excellent analytical and problem-solving skills.
- Ability to work in a fast-paced environment, prioritizing multiple projects and tasks to meet deadlines.
- Excellent presentation and communication skills, with the ability to motivate and inspire staff.
- Operational knowledge of MS Office 365 and proficiency in analyzing data to inform business decisions.
- 3+ years of experience in the telecommunications/cable industry, with a strong understanding of contact center operations and management.
- Experience with GLDS/Broadhub or comparable billing systems, as well as Salesforce.
- Computer Science/Technical Certifications or higher, demonstrating advanced technical expertise.
We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience. In addition to a comprehensive benefits package, you will enjoy a friendly and fun work environment, opportunities for professional growth, and a commitment to employee development.
$62,500 Estimated Annual Salary (USD)
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