Customer Service Leadership

3 days ago


Valrico, Florida, United States Vaco Full time
About the Role: As a Technical Support Director, you will play a pivotal role in leading our Network Operations Center (NOC) team, ensuring seamless daily operations, and maintaining exceptional customer satisfaction. Your primary focus will be on managing teams, supervising daily activities, and resolving customer escalations. This is an exciting opportunity to join a dynamic team that values innovation, collaboration, and customer satisfaction.

Responsibilities: Your key responsibilities will include:
* Leading a team of technicians in network and application support
* Managing day-to-day operational activities of the NOC
* Facilitating employee skills development and involvement in hiring decisions
* Resolving escalations and making duty assignments (scheduling)
* Accountable for operational effectiveness and procedure flow of the NOC
* Manage Customer escalations
* Manage vendor partners in a productive and collaborative manner
* Lead customer engagements regarding Technical Support with NetWolves customers on data and telecommunication products and managed services
* Position requires flexibility in work schedule and will require on-call status
* Provide accurate and timely logging of problems and resolution for problems
* Complete tasks and reports on a day-to-day basis in a timely manner as assigned by management

Requirements: To excel in this role, you should possess the following qualities and experience:
* Minimum 10 years' experience in Managed Services, Internet, and data/telecommunication services
* Minimum 15 years of experience as a Manager or Supervisor leading an enterprise-level NOC, carrier, or ISP technical support center
* Strong customer service and complaint resolution skills
* Cisco certification CCNT or CCNA
* Experience with PC's, application software support
* Technical expertise in TCP/IP network protocol
* Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
* Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
* Able to analyze spreadsheets and formulate action plans
* Strong Microsoft Office Suite knowledge
* College Degree or equivalent business experience and/or vendor certifications

What We Offer: As a valued member of our team, you can expect a comprehensive compensation package, including a competitive salary range of $120,000 - $180,000 per year, depending on experience and qualifications. You will also enjoy a generous benefits package, opportunities for professional growth and development, and a dynamic work environment that values diversity, inclusion, and work-life balance.

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