Supervisor, Tech Support

Summary

Join Vyve Broadband as a Tech Support Supervisor and lead a team of Inbound Call Center representatives. You will provide coaching, feedback, and support to ensure efficient resolution of customer technical issues. Responsibilities include monitoring performance, collaborating with management and training, guiding representatives in complex situations, and maintaining operational efficiency. You will also be involved in hiring, scheduling, employee counseling, and performance evaluations. This role requires strong technical acumen, excellent communication skills, and experience in internet diagnostics and troubleshooting. Vyve Broadband offers a friendly work environment, comprehensive training, a great benefits package, and opportunities for growth.

Requirements

• High School Diploma or Equivalent
• 1+ year(s) Internet Diagnostics/Troubleshooting experience
• Strong technical acumen
• Ability to handle multiple projects and prioritize
• Ability to work in a fast paced environment
• Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
• Operational knowledge of MS Office 365
• Strong analytical, problem solving and decision making skills
• Self-development skills

Responsibilities

• Exhibit strong understanding and knowledge of contact center operations
• Monitor performance of Contact Center representatives, providing coaching to ensure our customers’ technical issues are resolved effectively and efficiently
• Work with management and training department to ensure representatives are receiving training and development to include troubleshooting, policy/procedure, campaign offers, and any updates needed to support and service customer base
• Provide guidance to Tech Support Contact Center representatives in the resolution of difficult situations
• Ensure competence and continuity through effective training, motivation, coaching, development and recognition
• Ensure that the goal of gaining, retaining and exceeding customer expectations is being performed by call center employees on a consistent daily basis
• Log and track pertinent data to provide relevant feedback for ongoing operational efficiencies
• Maintain current and accurate monitoring statistics and performance metrics
• Maintain professional working relationships with personnel from all departments
• Demonstrate advanced proficiency in all Vyve Broadband products, procedures and policies
• Participate in special projects and perform other duties as assigned
• Supervise the day-to-day operations of the department, be directly involved with and exercise independent judgment with respect to the following
• Interview candidates for open positions and make recommendations for hire, rehire, or promotions
• Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through scheduling and assignment of overtime as needed
• Coach and counsel employees in the area of conflict resolution with internal and external customers
• Make initial determination regarding whether an employee under his/her direction and control should be counseled and/or disciplined and make recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs)
• Assess, prioritize and alter work assignments of direct reports on a day-to-day basis as operational needs require
• As needed, conduct periodic meetings (daily, weekly and/or monthly) with direct reports to provide: training on proper techniques, sales, services, and monthly progress reports
• Prepare, conduct, or give input to performance evaluations for employees under his/her direction which is considered by the Company in determining annual merit increases

Preferred Qualifications

• 3+ years in telecommunications/cable industry experience
• 3+ years methods and procedures documentation and development
• 3+ years GLDS/Broadhub or comparable billing system experience
• 1+ years Salesforce experience
• Computer Science/Technical Certifications or Higher

Benefits

• A friendly and fun work environment
• Communication and training
• Great benefits package
• Employees that live in our markets are eligible for courtesy cable including free or reduced priced video, internet, AND voice services
• A culture that encourages growth