Technical Support Supervisor

2 weeks ago


Clemson, South Carolina, United States Vyve Broadband Full time
Job Overview

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.
Requirements
  • 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.
Preferred Qualifications
  • 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.
Compensation and Benefits

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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