Technical Support Supervisor

Technical Support Supervisor

 

Become part of the excitement!  Due to tremendous growth, 2Wire is ramping up a 500+ employee technical support call center in San Antonio!  We have another opening for Technical Support Supervisors to help grow the site.  Join the 2Wire team as we build the future!

 

2Wire’s technical support center will be open 24 hours a day, 7 days a week, including holidays.  Candidates must be able to meet business needs regarding shifts, including the possibility of working nights and weekends.

 

We offer outstanding benefits effective upon hire:

· Bonus potential

· 4 weeks of paid time off each year

· PPO medical insurance at $60 month, $140 for family

· Dental at no cost for employee only, $15 month for family

· Vision at no cost

· Broadband service reimbursement

 

In this position, you will provide leadership to a team of highly-skilled technical support representatives to ensure quality customer service and maintain Service Level Agreements.  Supervise day-to-day operations in a technical support call center environment.  Achieve business objectives and performance goals while ensuring operational efficiencies through planning, continuous monitoring and analysis of the call center operation. Deliver excellent internal and external customer satisfaction by demonstrating exemplary leadership.

 

Requirements:

· 2 years experience in a call center environment in a supervisory role, preferably in a technical support center operating 24x7x365

· Personnel management experience, including team building, coaching, disciplinary action, and writing performance reviews

· Familiarity with and the ability to manage standard contact center metrics, including Service Level, Average Handle Time, and Quality

· Strong time management skills

· Excellent verbal and written communication skills

· Ability to manage multiple priorities

· Proven ability to motivate and lead

· Proven ability to consistently meet specific, time sensitive business goals

· Ability to develop and execute plans related to resource management and workload

· Flexibility

 

Preferred:

· Knowledge of broadband technology

· Knowledge of basic networking in a home environment

 

Education:

· Bachelors degree is preferred.  Equivalent combination of experience and education is acceptable.

 

** 2Wire, Inc. is an Equal Opportunity Employer committed to hiring, promoting, and transferring, without regard to race, color, sex, age, religion, creed, national origin, ancestry, disability, marital status, disabled veteran status or sexual orientation.