Supervisor, Technical Support
Bristol, VA

Summary:

This position is responsible for leading a team of call center agents delivering high-quality technical support in a fast-paced environment. This role drives performance, manages escalated customer issues, and ensures exceptional service through effective coaching and training. Responsible for overseeing the technical support team—guiding them in troubleshooting, diagnosing, and resolving technical issues efficiently with a focus on collaboration and coaching.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals.
• Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution.
• Develop and enforce call center policies and procedures aligned with corporate objectives.
• Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed.
• Lead special projects to enhance customer experience and drive process improvements.
• Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements.
• Collaborate with other departments to ensure seamless information sharing and resolve customer issues.
• Identify areas for process and system improvements, driving efficiencies in handling technical support issues.
• Create and maintain knowledge base articles and technical documentation for use by the team and end-users.
• Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Proven leadership experience in a call center or customer support environment.
• Strong customer service orientation with excellent communication and critical thinking skills.
• Familiarity with call center systems and technical support tools.
• Experience in a technical support role is beneficial; telecommunications or IT support experience is a plus.
• Bachelor’s degree in a related field (preferred) or equivalent work experience.
• Minimum of one year of supervisory experience in a call center or technical support setting.
• Proficient in technical skills, with a strong understanding of computer networks and troubleshooting network management systems.
• Skilled in word processing, Excel, email, and call center management software.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to talk, hear, and communicate effectively.
• Regularly required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision, see colors, and be able to focus.
• Ability to work beyond normal business hours including evenings up to 9 pm, weekends and holidays, as necessary.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*