Technical Help Desk Supervisor, offering 100% remote work flexibility. In this role, you will lead a skilled support team, ensuring exceptional technical assistance to our clients. Your expertise and leadership will be crucial in maintaining service quality and improving processes. We offer a dynamic and collaborative remote work environment. If you're a skilled technical professional with strong supervisory abilities, apply today to take your career to the next level. The Technical Help Desk Supervisor must assist Technical Help Desk Specialists handle escalated and complex customer inquiries and issues that require in-depth knowledge and expertise by providing guidance, support, and solutions for new and/or undocumented issue types to enable Technical Help Desk Specialists to resolve inquiries effectively and efficiently. The Technical Help Desk Supervisor must quickly develop comprehensive knowledge and stay current with program changes to deliver accurate and up-to-date guidance to Technical Help Desk Specialists. The Technical Help Desk Supervisor is responsible for identifying process gaps, bottlenecks, and opportunities for improvement within the support functions. They can implement process enhancements, streamline workflows, and collaborate with other teams to enhance overall efficiency and effectiveness. A Technical Help Desk Supervisor is responsible for the performance, quality, and adherence of their team of Technical Help Desk Specialists. Supervisors will provide the necessary expertise, leadership, and management skills to effectively handle complex customer issues, optimize team performance, enhance customer satisfaction, and contribute to the success of the contact center's support operations . This is a Remote/Work from Home position reporting to the Sr. Customer Experience Manager. What you will do:
- Supervise and develop a team of Technical Help Desk Specialists.
- Ensure Technical Help Desk Specialist meet KPIs by providing the right training, coaching, and feedback.
- Drive and track first call resolution.
- Monitor performance by listening to live calls.
- Provide weekly team and periodic 1:1 coaching to team members.
- Support and deliver the company culture and directives.
- Provide workforce management oversight to the team.
- Analyze reporting to identify performance trends and opportunities for improvement.
- Analyze and report on trends related to customer issues and call patterns.
- Identify knowledge gaps and remediate through identified ongoing training.
- Identify gaps in processes and partner to remediate.
- Ensure compliance guidelines are understood and followed.
- Maintain assigned teams attendance records.
- Complete trainings as scheduled and identifies new opportunities for growth.
- Provide backup to peers and leadership when necessary.
- Perform other related duties as assigned.
Qualifications:
- Associate degree in Networking and Systems Administration or equivalent work experience.
- Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP /IP, and DHCP.
- Strong working knowledge of OS(s) including Windows.
- 3-5 years of supervisor experience with help desk in a professional environment.
- Experience utilizing network monitoring platforms or custom tools.
- Willingness to work flexible schedules including weekends.
- Requires strong problem solving, time management, flexibility, and communication skills.
- Must have the ability to multi-task, organize and document many tasks at one time.
- Excellent verbal and written communication skills, presentation, and problem-solving skills.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- Experience in professional and business writing.
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).
- Must have worked for a communication company that supported an internet based product.
Physical Demands : Employees may experience the following physical demands for extended periods of time:
- Sitting, standing, and walking (95-100%)
- Keyboarding (70-90%)
- Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)
Work Environment:
- 100% Remote: Work environment is at home.
Compensation: $60,000 to $72,000/yr with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics . Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Apply Job!