Technical Support Supervisor

2 weeks ago

Macon, Georgia, United States Clearwave Fiber LLC Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Supervisor to lead our Technical Care Center team. As a key member of our operations team, you will be responsible for ensuring exceptional technical assistance is provided to our internal and external customers.

Key Responsibilities
  • Lead a team of technical support professionals to deliver exceptional customer service in a positive work environment.
  • Oversee daily operations, ensuring adherence to quality and productivity standards, and drive continuous improvement initiatives.
  • Manage daily activities and personnel performance, monitoring agent performance and providing coaching for improvement.
  • Foster a positive work environment that promotes employee well-being, engagement, and productivity.
  • Set departmental goals aligned with organizational objectives, evaluate staffing needs, and provide guidance and support to associates.
  • Communicate effectively with stakeholders to maintain cooperative relationships and promptly respond to service needs.
  • Control expenditures to meet budgetary requirements while developing workflows to enhance efficiency and customer satisfaction.
  • Serve as a liaison for change management, preparing operational reports, and demonstrating flexibility in a 24/7 support environment.
  • Assist in defining customer requirements and expectations, providing training assistance, and participating in cross-training activities.
Requirements
  • Minimum 5 years of telecommunications experience in a Call Center Technical Support function for both Business and Residential for voice and internet.
  • Bachelor's degree or equivalent work experience.
  • Strong relationship-building, sales skills, and business acumen including responsiveness and technical understanding of customers' present and future needs.
  • Excellent interpersonal, verbal, and written communication skills.
  • Strong analytical skills and familiarity with contact center management best practices.
  • Proficiency in MS Word, Excel, and PowerPoint.
  • Self-motivated with the ability to excel in a high-profile position.
  • Knowledge of video, internet, and telephone technologies.
  • Experience creating policies, procedures, and workflow processes.
What We Offer
  • Comprehensive paid training program designed to equip you with the skills needed for success in the field.
  • Health & Wellness: Gain peace of mind with comprehensive medical, dental, and vision insurance coverage from day one.
  • Work-Life Balance: Recharge and rejuvenate with up to 20 days of paid time off in your first year.
  • Financial Security: Plan for your future with our generous 401(k) matching program, featuring immediate vesting.

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