Tech Support Supervisor Lead

7 days ago

Statesboro, Georgia, United States Vyve Broadband Full time
About the Role

We are seeking a highly skilled and experienced Tech Support Supervisor Lead to join our team at Vyve Broadband. In this role, you will be responsible for supervising and providing ongoing coaching, feedback, and support to our Inbound Call Center Tech Support Representatives.

Key Responsibilities

  • Exhibit strong understanding and knowledge of contact center operations and procedures.
  • Responsible for monitoring performance of Contact Center representatives, providing coaching to ensure effective and efficient resolution of customer technical issues.
  • Work closely with management and training departments to ensure representatives receive necessary training and development to support and service our customer base.
  • Provide guidance to Tech Support Contact Center representatives in resolving difficult situations, ensuring competence and continuity through effective training, motivation, coaching, development, and recognition.
  • Ensure consistent daily delivery of customer expectations by call center employees.
  • Log and track pertinent data for operational efficiency.
  • Maintain current and accurate monitoring statistics and performance metrics.
  • BUILD STRONG WORKING RELATIONSHIPS WITH PERSONNEL FROM ALL DEPARTMENTS.
  • Demonstrate advanced proficiency in all Vyve Broadband products, procedures, and policies.
  • Participate in special projects and perform other duties as assigned.

Supervisory Duties

  • Supervise day-to-day departmental operations, exercise independent judgment on the following:
  • Interview candidates, make hiring recommendations, review employee schedules, and ensure sufficient staffing levels.
  • Coach and counsel employees in conflict resolution with internal and external customers.
  • Make initial disciplinary decisions, assess work assignments, and prioritize tasks based on operational needs.
  • Prepare or contribute to performance evaluations, which determine annual merit increases.

Required Skills and Qualifications

  • High school diploma or equivalent required, but relevant college courses may be considered.
  • 1+ year(s) experience in internet diagnostics/troubleshooting, preferably in a telecommunications/cable industry setting.
  • Strong technical acumen and analytical skills.
  • Ability to handle multiple projects, prioritize tasks, and work effectively in a fast-paced environment.
  • Excellent presentation and communication skills, as well as the ability to motivate and inspire staff.
  • Operational knowledge of MS Office 365 and familiarity with GLDS/Broadhub or comparable billing systems.
  • Self-development skills, including problem-solving and decision-making abilities.

Compensation Package

We offer a competitive salary range between $60,000 and $80,000 per year, depending on your level of experience and qualifications. Additionally, we provide excellent benefits, including health insurance, retirement savings plans, and paid time off.

About Us

Vyve Broadband is an equal opportunity employer that values diversity and inclusion in the workplace. We offer a dynamic work environment, opportunities for growth and development, and a commitment to customer satisfaction.

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