Supervisor, Technical Support

Ezee Fiber•Houston, TX

19d

About The Position

The Technical Support Supervisor oversees daily operations of the technical support team within the call center, ensuring high-quality customer service, timely issue resolution, and adherence to performance standards. The role provides coaching, technical guidance, and performance management to support representatives while promoting operational efficiency and continuous improvement. The position calls for a strong leader with solid technical knowledge who can motivate a team in a fast-paced, metrics-driven environment. The Supervisor analyzes contact center performance, reports results to management, supports employee learning and development, and advocates for customer-centered practices. The role also supervises and mentors technical support representatives (TSRs), manages schedules and resources, handles escalated customer issues, and coordinates training with internal stakeholders. The role requires a bachelor's degree in a relevant technical field as preferred, at least five years of experience in technical support or a supervisory role within telecommunications, and a strong understanding of FTTH technology. The job involves significant stationary work, daily data analysis and communication, and frequent computer use. Occasional movement around the office and attendance at meetings or events may be required.

Requirements

At least 5 years of experience in technical support or a supervisory role within the telecommunications industry.
Strong understanding of FTTH technology and its application.
Strong leadership and team-building abilities.
Excellent communication, problem-solving, and conflict-resolution skills.
Proficiency in documentation, reporting, and quality assurance processes.
Proficiency in Microsoft suite of products.
Strong coaching and collaboration abilities.
Highly organized and detail-oriented, with strong analytical and problem-solving abilities.
Legally authorized to work in the United States and not require current or future employment visa sponsorship.

Nice To Haves

Bachelor's degree in a relevant technical field (preferred).

Responsibilities

Analyze contact center performance data to identify trends, opportunities, and areas for improvement.
Prepare and present regular performance reports to management, including key metrics, achievements, and areas needing attention.
Foster continuous learning and development within teams and incorporate relevant contact center practices and trends into training initiatives.
Advocate for customer-centric initiatives and use customer feedback to drive improvements to the customer experience.
Review and update customer service policies and procedures to align with customer expectations and industry practices.
Measure customer experience initiatives using indicators such as customer satisfaction scores, NPS, and customer retention, and adjust strategies as needed.
Supervise and mentor TSRs, providing guidance, support, and professional development opportunities.
Monitor team performance, conduct evaluations, and provide constructive feedback.
Train new and existing TSRs to enhance technical skills and customer service capabilities.
Address escalated customer issues promptly and effectively.
Oversee daily operations, manage schedules, and allocate resources to handle customer inquiries and support tickets efficiently.
Implement quality assurance coaching to support consistent service and adherence to company standards.
Collaborate with department managers and team leaders to identify training needs and tailor programs.
Communicate training schedules and requirements to team members and stakeholders, including Network Engineering, NOC, Field Service Operations, and Outside Plant.