Technical Support Supervisor

2 days ago

San Diego, California, United States Verve Cloud Full time
Job Title: Technical Support Supervisor

Verve Cloud Inc. is a Nationwide cloud-based voice, internet and unified communication service provider. We operate a fault-tolerant and multi-carrier network infrastructure that supports small to enterprise business clients.

We are a single source provider offering a full suite of UCaaS services to meet our client's communication and technology needs.

Job Summary:

As a Technical Support Supervisor at Verve Cloud, you will be responsible for providing exceptional leadership, guidance, and technical expertise to the Technical Support department. Your primary goal will be to create an efficient and customer-focused team of technicians that results in ongoing client satisfaction and retention.

Key Responsibilities:
  • Manage the day-to-day tasks, functions, and responsibilities of the department.
  • Provide knowledge, expertise, and drive to assist in client escalations and heavy-volume call/ticket queues.
  • Act with integrity in dealing with clients and co-workers.
  • Ensure ticket quantity and quality results are measured and provide feedback to the technical staff.
  • Coach Leads, and Technicians accordingly.
  • Set performance objectives that compliment departmental goals.
  • Monitor and assist personnel with process, training, customer escalations and client experience including retention.
  • Administer overall ticket queue to ensure efficient assignment, ongoing work, and resolution of client requests.
  • Perform ticket load forecasting and staffing projections that compliment or meet departmental / team objectives.
  • Actively review and update all departmental processes on a regular basis to ensure continuous improvement.
  • Represent department in issues involving client dissatisfaction and escalation.
  • Define and document Technical Support policies, processes and procedures.
  • Ensure the Technical Support team maintains a high degree of ownership when interfacing with clients and vendors.
  • Assist in leading team meetings to promote unified team communication and understanding.
  • Maintain work schedule for Support team to ensure proper coverage during business hours as well as on-call rotation to ensure proper coverage after hours.
  • Ability to work on-call and weekend hours as required.
  • Provide highest level knowledge to assist team with completing and escalated client requests and participating in high-volume call and ticket queues.
  • Create and update documentation for departmental procedures and processes.
  • Assist in the hiring of new team members by performing initial screenings, conducting formal interviews, and providing feedback to People & Culture and Management teams.
Requirements:
  • Work independently with minimal supervision and have the discernment to approach management as needed.
  • Must have Excellent oral and written communication skills.
  • Ability to effectively lead team members and practice situational leadership.
  • Ability to stay organized while managing personally assigned projects as well as team member workload.
  • Demonstrate exceptional leadership, interpersonal communication, and conflict resolution skills with all levels of staff and external clients and vendors.
  • Strong problem solving and adaptive skills with the ability to provide quick recommendations toward resolution.
  • Ability to see and communicate customer perspectives clearly while collaborating with internal departments.
  • Experience in coaching and staff development.
  • Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed.
  • Perform research, gather facts, and prepare recommendations to resolve complex situations.
  • Knowledge of concepts and best practices related to VoIP services, network connectivity, and call center methodologies.
  • Embraces a growth mindset and comfortable with ambiguity.
  • Must have the ability to multi-task and communicate priorities.
  • Must be highly organized.
  • A positive and flexible attitude working in a collaborative environment.
  • Strong work ethic and ability to thrive in a fast-paced environment.
Education, Training & Experience:
  • 5 + years of Telecommunications industry experience.
  • Minimum 5 years' experience in an IT related field or 4 years in a telecom or UCaaS role preferred.
  • Minimum 2 years' experience leading a client-facing technical support team required.
  • Advanced, demonstratable PBX and/or networking knowledge preferred.
  • Networking and telephony experience.
  • CCNA certification a plus.
  • Proficiency in creating and/or augmenting network diagrams, call flows, and ticketing system reports a plus.
  • Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).
  • Familiarity working with ERP's/CRM.
The Perks:
  • 15 Days' Vacation & 10 Holidays.
  • 24 Hours off for Community Service.
  • Medical, Dental & Vision coverage.
  • 401k program with match.
  • Long term disability.
  • Life Insurance.
  • Monthly team building events.
  • Education Reimbursement.
  • Employee referral program.
  • And so much more...

We believe who you are and what you do matters. We believe in work hard, play hard. We are socially responsible. We enjoy our snacks. We have Friday lunch. We believe in Rock Star rewards.

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