Technical Support Supervisor

OUR HISTORY

GENERAL SUMMARY:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts with integrity in dealing with clients and co-workers; not afraid to do the right thing; takes responsibility for mistakes and achievements; treats others in a respectful manner. 
• Excellent interpersonal relationship and problem-solving skills.
• Ensures ticket quantity and quality results are measured providing feedback to the technical staff. Coach Leads, and Technicians accordingly.
• Set performance objectives that compliment departmental goals by routinely providing feedback to team members on how well they are doing against those objectives by performing monthly 1 on 1’s and document in 15FIVE. 
• Monitoring and assisting personnel with process, training, customer escalations and client experience including retention.
• Administer overall ticket queue to ensure efficient assignment, ongoing work, and resolution of client requests.
• Performs ticket load forecasting and staffing projections that compliment or meet departmental / team objectives. Track / monitor ticket flow to ensure issues are being addressed in a timely manner.  
• Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent department in issues involving client dissatisfaction and escalation.
• Define and document Technical Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.
• Ensure the Technical Support team maintains a high degree of ownership when interfacing with clients and vendors.
• Assist in leading team meetings to promote unified team communication and understanding.
• Maintain work schedule for Support team to ensure proper coverage during business hours as well as on-call rotation to ensure proper coverage after hours. Ability to work on-call and weekend hours as required.
• Provide highest level knowledge to assist team with completing and escalated client requests and participating in high-volume call and ticket queues. 
• Create and update documentation for departmental procedures and processes.
• Assist in the hiring of new team members by performing initial screenings, conducting formal interviews, and providing feedback to People & Culture and Management teams.
• Other duties as assigned by management.

KNOWLEDGE, SKILLS & ABILITIES

• Work independently with minimal supervision and have the discernment to approach management as needed.
• Must have Excellent oral and written communication skills. 
• Ability to effectively lead team members and practice situational leadership.
• Ability to stay organized while managing personally assigned projects as well as team member workload. 
• Demonstrate exceptional leadership, interpersonal communication, and conflict resolution skills with all levels of staff and external clients and vendors.
• Strong problem solving and adaptive skills with the ability to provide quick recommendations toward resolution.
• Ability to see and communicate customer perspectives clearly while collaborating with internal departments.
• Experience in coaching and staff development.
• Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed.
• Perform research, gather facts, and prepare recommendations to resolve complex situations.
• Knowledge of concepts and best practices related to VoIP services, network connectivity, and call center methodologies. 
• Embraces a growth mindset and comfortable with ambiguity.
• Must have the ability to multi-task and communicate priorities. 
• Must be highly organized. 
• A positive and flexible attitude working in a collaborative environment. 
• Strong work ethic and ability to thrive in a fast-paced environment.

OTHER REQUIREMENTS

• Must have current and valid driver’s license must be able to provide proof of vehicle insurance

EDUCATION, TRAINING & EXPERIENCE

• 5 + years of Telecommunications industry experience
• Minimum 5 years’ experience in an IT related field or 4 years in a telecom or UCaaS role preferred
• Minimum 2 years’ experience leading a client-facing technical support team required
• Advanced, demonstratable PBX and/or networking knowledge preferred
• Networking and telephony experience or CCNA certification a plus
• Proficiency in creating and/or augmenting network diagrams, call flows, and ticketing system reports a plus
• Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Familiarity working with ERP’s/CRM.

The PERKS you'd expect:

• 15 Days’ Vacation & 10 Holidays
• 24 Hours off for Community Service
• Medical, Dental & Vision coverage
• 401k program with match
• Long term disability
• Life Insurance
• Monthly team building events
• Education Reimbursement
• Employee referral program

And so much more...

• We believe who you are and what you do matters
• We believe in work hard, play hard
• We are socially responsible
• We enjoy our snacks
• We have Friday lunch
• We believe in Rock Star rewards