Job Summary:
As Manager, Customer Support, you will supervise a team of Tier 1 representatives who provide frontline technical troubleshooting, customer service, and repair coordination. This role is focused on the daily operations of the support department, ensuring performance standards are met while handling escalated issues and driving process improvements.
Competencies:
- Adhere to company practices and regulations including attendance and punctuality expectations
- Ability to interact with other departments in a high-volume/fast paced environment
- Professional and effective oral and written communication skills.
- Organizational skills including ability to multi-task, research issues, and communicate status reports to internal and external customers
- Demonstrate teamwork by cooperating and assisting co-workers as needed
- Maintain confidentiality of all customers and company information
- Complete any special projects as assigned
- Good interpersonal skills
- Ability to perform the job at a high level with minimal supervision
- Must be detail oriented, organized, and able to multi-task while using critical
thinking skills to solve ordering problems efficiently and effectively.
Supervisory Responsibilities:
- Responsible for continuous evaluation of team and individual metrics for improvement opportunities. This includes daily metric performance, ticket management, call management, post-outage customer follow-up, and ticket management.
- Coaches the team by evaluating and adjusting daily individual responsibilities to support the critical needs of the business and expected customer communication.
- Creates and maintains performance reviews of technicians and Call Center reps.
Logix Culture:
Each team member has a responsibility to support and operate in alignment with our culture and company values. The behaviors and actions for each value may be different depending on the team member’s role and are critical to both the success of team members and the company.
Duties/Responsibilities:
- Team leadership and performance management
- Hire, train, and mentor a diverse team of Customer Support Representatives.
- Manage daily staffing, scheduling, and workloads for multiple employee shifts.
- Conduct performance reviews and provide coaching to improve support quality.
- Monitor and report on key performance indicators (KPIs), such as average handle time (AHT), first contact resolution (FCR), and customer satisfaction (CSAT) scores.
- Customer issue resolution
- Serve as the final point of escalation for customer issues that Tier 1 representatives cannot resolve.
- Collaborate with other departments, such as the Network Operations Center (NOC), IP engineering and field services, to resolve complex repair problems.
- Interface directly with customers to address and resolve serious complaints.
- Process improvement and operations
- Analyze support data and customer feedback to identify trends and areas for improvement.
- Develop and implement process improvements to increase operational efficiency and enhance customer experience.
- Ensure that documented troubleshooting guides and knowledge base articles are maintained and up to date for agents.
- Implement and manage support tools, such as ticketing systems and automated solutions.
- Technical troubleshooting and coordination
- Provide leadership for frontline teams performing basic troubleshooting of telecom products and services.
- Oversee the process of opening and managing trouble tickets for customer repair issues.
- Manage coordination with field technicians for issues requiring an on-site visit.
Required Skills/Abilities:
- Strong understanding of telecommunications products and services (e.g., analog,
ISDN, VoIP). - Strong supervisory and leadership skills, with the ability to motivate and mentor a
team. - Excellent verbal, written, and interpersonal communication skills.
- Strong analytical and problem-solving skills to manage complex issues and drive
process improvements. - High level of organization and attention to detail, especially regarding reporting
and documentation. - Proficiency with customer relationship management (CRM) software, ticketing
systems, and other support tools.
Education and Experience:
- Previous experience in a customer support or technical support role, with
demonstrated management experience. - Telecommunications experience a plus.
- Project Management experience a plus
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to
communicate by typing, reading, talking, and listening effectively. The employee
will be required to work for extended periods of time at a desk on a computer and
must be able to maneuver through office spaces as needed. Accommodation will
be provided as necessary to ensure all employees can fulfill their job
responsibilities effectively.