Supervises all aspects of the technical support staff in a call center environment including hiring, disciplinary decisions, performance evaluations and training of staff, supervision of daily operations including call statistics and scheduling, and interaction with core system personnel to facilitate customer and interdepartmental needs. The supervisor is responsible for providing and leading the team to deliver outstanding customer service for the entire customer base and to contribute to the progression of technical skills and the knowledge base for the department. The supervisor is required to be a technical resource in responding to system outages and daily troubleshooting of customer’s services.
Duties and Responsibilities:
a. Assign work to technical staff to ensure timely and effective response to user needs.
b. Oversee support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.
c. Provide ongoing training and coaching to tech support staff on operational procedures, troubleshooting techniques, and new hardware and/or software technology solutions as required.
d. Review ticket resolutions to ensure correct technical responses have been made and provide follow-up or redirection to support staff or management as needed.
e. Follow-up on support issues with unsatisfied customers to ensure that problems are resolved and customer service is improved.
f. Identify and document new processes and procedures and standardizations.
g. Perform daily supervisory functions including, but not limited to, coaching employees and completing performance appraisals for team members that the supervisor has direct and daily contact.
h. Responsible for following, supporting, and enforcing all internal control processes and procedures.
i. Monitors performance measures to identify trends to improve the overall customer experience.
j. Ensures motivation of staff to maximize opportunity for customer growth through capturing opportunities to offer new, additional, or upgraded services to customers.
k. Coach employees to meet desired skill levels and obtain employee buy-in to meet company objectives.
l. Utilizing excellent people skills, shows proficiency in motivating staff to maximize opportunity for customer growth and increased sales.
m. Exhibits effective leadership skills and ability to build employee rapport.
n. Observes company safety procedures at all times.
o. Demonstrates and holds employees accountable for stewardship of the brand to include embodiment of the Shentel Way by ensuring appropriate use of the brand (name, logo, company, appearance, and attitude) within their respective team and organization.
a. Provide management reports on technical support operations and issues regarding the support of Shentel users.
b. Work closely with department contacts on issues to enhance internal customer relations and technical support.
c. Remains current on technical information.
d. Self-motivated and able to work independently and as part of a team.
e. Ability to multi-task in a fast pace, repetitive stress, call center environment, handling sensitive customer situations.
Qualifications and Requirements:
a. Two year degree required, four year college degree preferred in a related field.
b. Experience in coaching, motivating and leading employees to meet the needs of customers. Strong verbal, written and interpersonal communication skills.
c. Knowledge of various computer operating systems, primarily Window and iOS.
d. 3 years of supervisory or leadership role in a business or call center preferred.
e. 2 years of meeting business objectives and sales experience preferred.
a. Ability to effectively present information and respond to questions from groups of manager, customers, and the general public.
b. Possess Strong communication, interpersonal, problem solving and leadership skills
c. Intermediate knowledge of billing systems and MS Office.
a. Possess strong communication, interpersonal, problem solving and leadership skills
b. Familiarity with Windows OS, MAC OS, Internet connectivity and home networking.
c. Experience with Cable TV and Telephone support and troubleshooting.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description.
The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.
Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.
If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or firstname.lastname@example.org. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.