Tech Support Supervisor

2 weeks ago

Omaha, Nebraska, United States Vyve Broadband Full time
About Vyve Broadband
Vyve Broadband is a leading provider of broadband internet services, serving communities in 16 states across the US. With a strong focus on customer satisfaction and technical excellence, we offer a range of services including high-speed internet, cable television, and voice solutions for residential and business customers.

Job Overview
The Tech Support Supervisor will play a key role in ensuring the delivery of exceptional customer experiences through effective supervision and coaching of our Inbound Call Center Tech Support Representatives. This position will be responsible for enforcing company policies, procedures, and sales strategies while driving operational effectiveness and customer satisfaction.

Key Responsibilities
• Supervise and coach a team of tech support representatives to ensure they have the skills and knowledge needed to resolve customer issues effectively
• Monitor performance metrics and provide feedback to improve individual and team performance
• Collaborate with management and training teams to develop and implement training programs that enhance technical expertise and sales skills
• Provide guidance on complex issue resolution and ensure continuity of service through effective handovers
• Analyze data to identify trends and areas for improvement, and develop strategies to address these opportunities
• Maintain accurate records and reports to track performance and progress

Requirements
• High school diploma or equivalent required; degree preferred
• 1+ year experience in internet diagnostics/troubleshooting, preferably in a telecom/cable industry setting
• Strong technical acumen and analytical skills, with ability to prioritize tasks and manage multiple projects
• Excellent communication and presentation skills, with ability to motivate and inspire staff
• Operational knowledge of MS Office 365 and other software applications used in the industry
• Self-development skills and willingness to learn and adapt to changing technologies and processes

Preferred Qualifications
• 3+ years of experience in telecommunications/cable industry, preferably in a supervisory role
• Experience with GLDS/Broadhub or comparable billing systems
• Salesforce experience a plus
• Computer science/technical certifications or higher

Compensation and Benefits
We offer a competitive salary range of $65,000-$80,000 per year, depending on experience and qualifications. Additionally, we provide a comprehensive benefits package, including medical, dental, and vision insurance, as well as a generous 401(k) matching program. Employees who live in our markets are eligible for courtesy cable services, including free or reduced-priced video, internet, and voice plans. We also offer opportunities for professional growth and development, and a fun and dynamic work environment.

Equal Opportunity Employer
Vyve Broadband is an equal opportunity employer and does not discriminate against employees or applicants for employment based on race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, or any other protected characteristic.

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