Supervisor, Technical Support

About the Role

The Technical Support Supervisor at Ezee Fiber oversees the daily operations of the technical support team within the call center, ensuring high-quality customer service, timely issue resolution, and adherence to performance standards. This role involves coaching, technical guidance, and performance management while driving operational efficiency and continuous improvement in a fast-paced, metrics-driven environment.

Responsibilities

• Analyze contact center performance data to identify trends, opportunities, and areas for improvement.
• Prepare and present regular performance reports to management, highlighting key metrics, achievements, and areas needing attention.
• Foster a culture of continuous learning and development within the teams.
• Stay updated on industry best practices and emerging trends in contact center management, incorporating relevant knowledge into training initiatives.
• Advocate for customer-centric initiatives, ensuring customer needs and preferences are considered in decision-making processes.
• Use customer feedback to drive continuous improvement initiatives aimed at enhancing the overall customer experience.
• Regularly review and update customer service policies and procedures to align with evolving customer expectations and industry best practices.
• Measure the impact of customer experience efforts through KPIs such as customer satisfaction scores, NPS, and retention rates, adjusting strategies as needed.
• Supervise and mentor a team of Technical Support Representatives (TSRs), providing guidance, support, and professional development opportunities.
• Monitor team performance, conduct regular evaluations, and provide constructive feedback.
• Deliver training to enhance technical skills and customer service capabilities.
• Address escalated customer issues promptly and effectively.
• Oversee daily operations, manage schedules, and allocate resources for efficient handling of customer inquiries and support tickets.
• Implement quality assurance coaching to ensure consistent service delivery and adherence to company standards.
• Collaborate with department managers and team leaders to identify training needs and tailor programs.
• Communicate training schedules and requirements to team members and stakeholders, including Network Engineering, NOC, Field Service Operations, and Outside Plant.

Qualifications

• Bachelor's degree in a relevant technical field (preferred).
• 5+ years of experience in technical support or a supervisory role within the telecommunications industry.
• Strong understanding of FTTH technology and its application.

Skills

• Strong leadership and team-building abilities.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Proficiency in documentation, reporting, and quality assurance processes.
• Effective communication and collaboration abilities.
• Proficiency in the Microsoft suite of products.
• Highly organized and detail-oriented, with strong analytical and problem-solving abilities.

Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision benefits.
• Employee Assistance Program (EAP).
• Paid Parental Leave.
• 401(k) with company match.
• Paid time off and other generous benefit programs.
• Tuition reimbursement.

Applicants must be legally authorized to work in the United States and must not require current or future employment visa sponsorship.