Supervisor, Technical Support

Role Overview

Lead a team of call center agents delivering high-quality technical support in a fast-paced environment. Drive performance, manage escalated customer issues, and ensure exceptional service through effective coaching and training.

What You Will Do

Supervise, mentor, and train Tier 2 technical support agents, act as the escalation point for complex customer inquiries, and develop and enforce call center policies and procedures.

Why It Might Be a Fit

Proven leadership experience in a call center or customer support environment, strong customer service orientation, and excellent communication and critical thinking skills.

Requirements

• Proven leadership experience in a call center or customer support environment
• Strong customer service orientation
• Excellent communication and critical thinking skills
• Familiarity with call center systems and technical support tools
• Experience in a technical support role is beneficial; telecommunications or IT support experience is a plus
• Bachelor’s degree in a related field (preferred) or equivalent work experience
• Minimum of one year of supervisory experience in a call center or technical support setting
• Proficient in technical skills, with a strong understanding of computer networks and troubleshooting network management systems
• Skilled in word processing, Excel, email, and call center management software

Benefits

• Medical (3 plans to choose from)
• Dental
• Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance
• Career Progression Opportunities
• Discounted Broadband Services