Job description

JOB TITLE: Manager, Technical Support

CLASSIFICATION: Exempt

GENERAL JOB OVERVIEW

Responsible for managing an ever-growing team and operations. This role requires advanced working knowledge of wireless internet, contact center concepts, practices, and procedures.

As a Technical Support Manager, you will be responsible for managing and building a team of members, who provide resolution to our Customers’ technical issues on the phone and via various online mechanisms. We are looking for a leader with a growth mindset, attention to detail, empathy, and a relentless and enthusiastic drive to exceed customer expectations every single day.

This person will be responsible for day-to-day Technical Support operations which includes coordinating the resolution of high priority cases, partnering with different departments, coaching a talented team of support staff, and strengthening our processes and tools designed for make recommendations for scale and efficiency. People management, project management, and a proven ability to use metrics to measure success are critical in this role. Previous experience managing technical and/or Customer Service teams and working in a technical environment is preferred.

DUTIES AND RESPONSIBILITIES

· Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)

· Proven leadership and management skills

· Proven experience managing KPI’s (metrics related to Customer satisfaction, performance levels related to inbound/outbound calls)

· Ability to mentor, empower and develop employees

· Primary escalation point for technology issues that are unable to be resolved by Tier 3 support staff to appropriate team

· Critical De-escalation point of contact

· Responsible for advanced troubleshooting of supported services and devices

· Provide training to Tier 1, Tier 2 and Tier 3 Support Technicians and cross-training to CSRs

· Key liaison with the NOC and line management to ensure effective communications with our Customers’ and executives on outages

· Providing courteous and professional communication with external and internal customers

· Documenting interactions and tracking in ticketing systems

· Documenting support-related processes and procedures (SOP) and play a critical role in improving them and rolling them out as training exercises via Teams meetings and through Knowledge Based (KB) articles

· Maintaining Service Level Agreements (SLA) with Commercial Customers as needed

· Accurately documenting and classifying client requests and incidents

· Establishing and maintaining relationship with team, customers, and internal departments

· Perform and monitor daily shift-driven tasks assigned by line management

· Provide coverage, as needed, for the Tier 1, Tier 2 and Tier 3 support teams

· Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels

· Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision

· Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload, and shift requirements

· Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff

· Ensures that all Supervisors are continually monitoring, appraising, coaching, and reviewing all staff

· Maintains professional and technical knowledge by tracking emerging trends in call center operations management and wireless technologies.

· Ensuring detailed records of communications are kept in database

· Contribute towards the completion of projects as work volume requires

· Other duties as assigned

EXPERIENCE AND EDUCATION

Required:

· Proven experience with Wireless and Transport Technologies (for example Radio Access Networks, Backhaul, WiFi, WLAN, Fiber, etc): 2-5 years (Required in some but not all of the previously mentioned)

· IT customer support: 3 years (Required)

· Call center management: 3 years (Required)

WORK ENVIRONMENT

· Working conditions primarily inside an office environment

PHYSICAL DEMANDS

· Sitting for 8-10 hours a day

· Standing for 8-10 hours a day

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Fort Mitchell, KY: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)
• Management: 1 year (Required)
• Technical Support: 3 years (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Willingness to travel:

• 50% (Required)

Work Location: One location

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