Technical Support Team Leader

2 weeks ago

Jacksonville, Florida, United States IQ Fiber Full time
Job Overview

The digital landscape is the core of modern living, yet many encounter challenges with internet connectivity. IQ Fiber was established to provide seamless, high-speed fiber-optic internet, clear pricing, and dedicated customer support, ensuring a superior online experience. Joining the expanding IQ Fiber family means your efforts will significantly influence our achievements. Your role is vital here.

We seek dynamic, team-oriented, and customer-centric individuals who can proactively advance our operations. In exchange, you will discover a workplace where your input is valued, a team that balances hard work with enjoyment, and if you resonate with our ethos, you will recognize you have made a wise career choice.

Position Overview:

This role requires on-site presence.

The Customer Support Supervisor is an energetic, coaching-oriented position that fosters a collaborative, results-driven atmosphere, enabling team members to excel in their professional journeys.

This supervisory role involves overseeing the team's response times and availability to guarantee that customer inquiries are addressed promptly and thoroughly via various communication channels. The supervisor will ensure an equitable distribution of daily tasks and organize resources to meet operational needs, including assisting in the response queue and managing escalations to achieve team objectives. The supervisor will also communicate issues to the leadership team, including customer feedback, staffing, service quality, and performance challenges.

Key Responsibilities:

  • Oversee daily operations of the Customer Technical Support team, resolving customer inquiries, primarily of a technical nature.
  • Assist in recruiting, onboarding, developing, training, and retaining customer support personnel.
  • Lead by example to nurture a collaborative, empowered, high-performance culture focused on service excellence and issue resolution.
  • Guide the team to meet individual and collective goals, providing continuous performance feedback to achieve critical customer success metrics.
  • Enhance and uphold standards and procedures within the team.
  • Ensure operational practices are clearly defined and effective.
  • Contribute to the creation and maintenance of internal and external knowledge resources.
  • Support the preparation and analysis of daily, weekly, and monthly productivity reports.
  • Assess daily priorities and take necessary actions to ensure objectives are met.
  • Monitor staff availability and adjust schedules dynamically to meet service-level targets.
  • Develop and implement performance expectations and schedules.
  • Train and mentor the team to enhance both soft and technical skills.
  • Address team member concerns promptly, fostering a positive team environment.
  • Serve as an escalation point for critical issues, taking full ownership of customer incidents and collaborating with other teams as needed.
  • Engage with customers and internal stakeholders regarding ongoing tickets and identify recurring trends.
  • Act as the primary contact in the absence of the manager for escalations, meetings, and daily operations.
  • Provide operational support outside regular hours when necessary.
  • Perform additional duties as assigned.

Qualifications:

  • Essential skills include leadership, customer relationship management, performance oversight, process optimization, data analysis, problem-solving, effective communication, and technical expertise.
  • The ideal candidate will have over three years of experience supervising a technical support team in a technical service setting.
  • Experience in mentoring and managing technical staff is essential.
  • Preference for a fast-paced, technical environment that demands critical thinking and problem-solving skills.
  • Ability to work autonomously in a dynamic environment.
  • Willingness to learn, adapt, and grow with the team and organization.
  • A customer-first mindset with a proven track record of delivering exceptional service.
  • Strong technical skills coupled with excellent interpersonal abilities.
  • Demonstrated success in achieving departmental goals and metrics.
  • Proficient analytical and problem-solving capabilities.
  • Experience with ticketing systems, CRM software, and contact management tools.
  • Strong communication skills, both verbal and written, with the ability to engage effectively with all levels of staff.
  • Ability to simplify complex concepts for diverse audiences.
  • Experience in training and mentoring customer support personnel.
  • Comfortable providing constructive feedback with emotional intelligence.
  • Exceptional organizational skills, including the ability to prioritize and manage multiple tasks effectively.
  • Proficient in creating and reviewing training materials and standard operating procedures.
  • Associate degree in management or equivalent experience is preferred.
  • Must pass a background check.
  • Flexibility to work additional hours as required.
  • Strong proficiency in Microsoft Office applications.
  • High integrity and a robust work ethic are essential.
  • Attention to detail and strategic thinking are critical.
  • Ability to communicate respectfully and effectively with all employees.

Additional Information:

This job description is not intended to be an exhaustive list of responsibilities and may be subject to change at any time.

IQ Fiber is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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