Technical Service Supervisor

2 days ago


Houston, Texas, United States Ezee Fiber Full time
Job Title: Technical Service Supervisor

Ezee Fiber is seeking a highly skilled Technical Service Supervisor to join our team. As a Technical Service Supervisor, you will be responsible for overseeing a team of Technical Support Representatives, ensuring high levels of customer support, and contributing to the overall success of the company.

About Ezee Fiber

Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business, and government customers through its 100% fiber-optic network. Our company is built upon a foundation of exceptional customer service, lightning-fast internet speeds, and straightforward, transparent pricing.

Responsibilities
  • Lead, coach, and motivate a team of Technical Support Representatives to deliver exceptional customer experiences.
  • Set performance targets and provide ongoing guidance and feedback to ensure team members meet and exceed expectations.
  • Conduct regular performance evaluations and implement training plans to enhance skills and performance.
  • Foster a customer-centric culture within the team, focusing on delivering exceptional customer experiences.
  • Develop strategies to enhance customer engagement and satisfaction throughout the sales and retention process.
  • Address escalated customer issues and ensure prompt resolution.
  • Develop and deliver training programs for new and existing Technical Support Representatives to enhance their technical skills and customer service capabilities.
  • Ensure adherence to sales processes, compliance with company policies, and regulatory requirements.
  • Implement quality assurance processes to monitor and assess the quality of customer interactions.
Requirements
  • Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
  • Bachelor's degree in a relevant technical field (e.g., Telecommunications, Information Technology) or equivalent experience.
  • Proven experience in sales and customer retention, preferably in the telecommunications industry.
  • Strong leadership skills with the ability to motivate and manage a team effectively.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to leverage data for decision-making.
  • Proficiency in using CRM systems and sales analytics tools.
  • Ability to adapt to a fast-moving and changing environment.
  • Ability to work independently.
  • Must enjoy working with the public, both on the telephone and in person.
  • Ability to troubleshoot and identify customers' needs.
  • Ability to multitask, prioritize, and manage time effectively.
What We Offer
  • Competitive compensation package
  • Full-Time
  • Health, Dental, and Vision insurance
  • 401k match
  • Cell phone reimbursement


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