Lead Technical Support Representative

United Communications•Chapel Hill, TN

3d•Onsite

About The Position

The Lead Technical Support Specialist serves as a subject matter expert for the Technical Support team, providing guidance, coaching, and training. This role helps the Technical Support organization by applying strong product and service knowledge to deliver excellent customer service. The position supports the team by providing technical assistance on complex and escalated issues. Additionally, this role assists in developing new departmental procedures, identifying recurring issues, and collaborating with other departments to implement effective solutions.

Requirements

High school diploma required.
Two or more years of technical support experience.
Strong PC skills, including software installation and efficient use of support systems, email, and Microsoft Office Suite.
Valid Tennessee driver’s license with a satisfactory driving record.
Strong written and verbal communication skills, with the ability to communicate professionally via email, spreadsheets, and presentations and collaborate effectively across departments.
Demonstrated leadership skills and the ability to influence others positively.
Self-motivated, detail-oriented, and organized, with the ability to manage time and meet deadlines.
Ability to clearly explain complex technical issues to individuals with varying levels of technical knowledge.
Understanding process standardization and the ability to create and maintain documentation, training materials, and network records.

Nice To Haves

Telecommunications industry experience a plus.

Responsibilities

Provide advanced-level phone support by identifying, researching, isolating, and resolving service issues, or escalating to the NOC for technician dispatch.
Train and develop Technical Support Specialists on systems, troubleshooting, and processes.
Accurately document and maintain information within the ticketing system.
Lead the Technical Support team in troubleshooting, resolving customer issues, and handling complex, escalated, or unresolved calls.
Drive individual and team performance to meet call center objectives.
Provide leadership in departmental and interdepartmental meetings.
Act in place of a supervisor when needed.
Maintain organization, attention to detail, and the ability to work independently without constant supervision.
Perform effectively in a fast-paced, high-intensity, and sometimes stressful environment.
Work a flexible or rotating schedule, including evenings, weekends, and on-call shifts to support after-hours escalations.
Deliver excellent customer service while managing multiple clients simultaneously.
Collaborate with Network Operations, Customer Service, and external technical support partners (API) to manage ticket assignments, improve efficiency, and enhance customer satisfaction.
Monitor and close trouble tickets, identify recurring issues, and provide recommendations to management.
Partner with department leaders to share insights on customer issues and recommend improvements.
Educate customers on products and services while maintaining a high level of professionalism.
Maintain working knowledge of all internal and external systems supporting network operations, including AOE, SDP, and eLation.