Technical Support Supervisor

Canadian Fiber Optics Corp•Calgary, AB

About The Position

We are seeking an experienced and motivated Technical Support Supervisor to support our CARE team and oversee Technical Support Representatives. This role involves leading the team to troubleshoot complex technical issues, ensuring the timely resolution of service requests, and maintaining high levels of customer satisfaction. The supervisor will provide guidance, training, and mentorship to team members, monitor performance metrics, and collaborate with other departments to improve processes and systems. This role also involves coordinating escalations, managing shift schedules, and implementing strategies to enhance team efficiency and technical expertise.

Requirements

A minimum of 2 - 4 years experience in a similar role.
Experience in a customer service and technical support environment, including at least 2 years in a supervisory or leadership role.
Strong leadership and coaching skills with a proven ability to build and develop high-performing teams.
Hands-on experience with technical troubleshooting with Internet, Wi-Fi, IPTV and Voice service.
Excellent communication, problem-solving, and conflict-resolution skills.
Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
Proficiency with CRM, ticketing, and billing systems; Microsoft Office Suite (Excel, Outlook, Teams) required.

Responsibilities

Supervise, coach, and motivate a team of Technical Service Representatives who handle tier 2 technical support for our Internet, Wi-Fi, IPTV, voice services and more to both our residential and business customers.
Monitor daily operations to ensure efficient, accurate, and empathetic resolution of customer inquiries across multiple channels (phone, email, chat).
Handle complex customer escalations, ensuring timely and effective resolution of technical issues.
Develop and maintain procedures, training materials, and documentation for all areas of Technical Service, assist in training and support our Tier 1 CSRs
Collaborate with cross-functional teams such as Network Operations, Sales, and IT to address complex issues, roll out new products and processes and improve internal processes.
Track and analyze performance metrics including response times, quality scores, first-call resolution, and customer satisfaction.
Drive behaviors in performance to meet or exceed departmental KPIs
Conduct regular performance evaluations, facilitate performance management, provide feedback, and create coaching and development plans for team members.
Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage.
Champion a customer-first culture that promotes accountability, teamwork, and continuous improvement.
Stay current on new technologies, industry trends, and company products to provide accurate and up-to-date support.