Business Technical Support Leader

2 weeks ago

Madison, Wisconsin, United States Metronet Full time

Rediscover Your Passion for Work

Business Technical Support Leader

As a Business Technical Support Leader, you will oversee and guide our technical support team dedicated to assisting business clients in a call-center setting. This team serves as the primary contact for our business clientele seeking technical support for their services. A solid understanding of technology and telecommunications is essential, but this role also emphasizes providing escalation support, fostering individual team member growth, and collaborating with management to meet departmental objectives.

KEY RESPONSIBILITIES:

  • Participate in the recruitment, selection, and professional development of Technical Support Agents.
  • Assist in planning and scheduling to optimize the capacity of Technical Support Agents.
  • Address customer grievances and follow up on persistent and unresolved issues.
  • Offer constructive feedback and coaching to Technical Support Agents.
  • Help establish and uphold standards for customer interactions and troubleshooting methodologies.
  • Monitor both productivity and quality of work at the individual associate level.
  • Ensure all Technical Support Agents maintain a customer-centric approach, embodying Metronet's commitment to exceptional service.
  • Communicate and reinforce performance expectations and policies for Technical Support Agents.
  • Facilitate communication with other departments and escalation points pertinent to troubleshooting and resolving customer issues.
  • Assist in diagnosing and resolving customer concerns.
  • Communicate and assist in troubleshooting software and systems necessary for Technical Support Agents.
  • Lead departmental meetings and provide strategic direction.
  • Foster a culture of continuous improvement within the team.
  • Enhance and sustain team morale within the Technical Support Department.
  • Set a standard of unwavering commitment to customer satisfaction.
  • Represent Metronet with professionalism and integrity to both internal and external stakeholders.
  • Undertake other job-related responsibilities as assigned.

QUALIFICATIONS AND REQUIREMENTS:

  • High School Diploma or GED; a bachelor's degree is preferred.
  • Leadership experience in a call center or technical support environment.
  • Must possess legal authorization to work in the specified region.

ADDITIONAL REQUIREMENTS:

  • Exceptional verbal and written communication skills.
  • Proficiency in Microsoft Word, Excel, and PowerPoint.
  • Experience with Service-Specific Troubleshooting Techniques.
  • Responsible, self-motivated, organized, and quick to learn.
  • Strong analytical and logical problem-solving abilities.
  • Patience and the ability to guide and instruct via phone.
  • Adaptability to change in a fast-paced environment.

What We Offer:

A chance to ignite your passions. We provide a comprehensive benefits package, including health, vision, and dental coverage, along with competitive compensation and a robust 401k match up to 6%. You will have the opportunity to make a significant impact in the telecommunications industry as we continue to expand.

Metronet is an equal opportunity employer. We do not discriminate against any applicant or employee based on sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Discover what it means to thrive in your career.

At Metronet, we are the largest independently owned 100% Fiber Optic company established in the Midwest. We prioritize our customers and deliver state-of-the-art fiber optic communication services, including fiber internet and comprehensive Fiber Phone solutions. Since our inception in 2005, we have been enhancing communities and have established networks in over 250 cities across 16 states.

We are proud to be recognized as a Top Diversity Employer in 2022. We believe in nurturing our employees' talents by providing career paths, advancement opportunities, and skill development.

Pay Range - $55,000 - $60,000 annually.

#LI - AF1

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