Business Technical Support Lead

2 weeks ago

Madison, Wisconsin, United States Metronet Full time

Rediscover Your Passion for Work

Role Overview:

As a Business Technical Support Lead, 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 position also emphasizes the importance of providing escalation support, fostering individual team member growth, and collaborating with management to meet departmental objectives.

KEY RESPONSIBILITIES:

  • Engage in the recruitment, selection, and professional development of Technical Support Agents.
  • Assist in planning and scheduling to optimize the performance of Technical Support Agents.
  • Address customer grievances and follow up on persistent and unresolved issues.
  • Provide 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 our commitment to exceptional service.
  • Communicate and reinforce performance expectations and policies to Technical Support Agents.
  • Collaborate with other departments and escalation points relevant to troubleshooting and resolving customer concerns.
  • Assist in diagnosing and resolving customer issues.
  • Facilitate communication and troubleshooting for software and systems utilized by 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 the company with professionalism and integrity to both internal and external stakeholders.
  • Perform other job-related tasks as assigned.

QUALIFICATIONS AND REQUIREMENTS:

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

ADDITIONAL SKILLS:

  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Word, Excel, and PowerPoint.
  • Familiarity 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 pursue your passions with a comprehensive benefits package, including health, vision, and dental coverage, along with competitive compensation and a robust 401k matching program. You will have the opportunity to make a significant impact in the telecommunications industry as we continue to expand.

About Us:

We are recognized as a leading independent provider of 100% Fiber Optic services, committed to customer satisfaction and delivering innovative fiber optic communication solutions, including high-speed internet and advanced Fiber Phone services. Since our inception, we have been dedicated to enhancing communities and have established networks in numerous cities across multiple states.

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

Salary Range: $55,000 - $60,000 per year.

#LI - AF1

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