Supervisor, Technical Support - Remote

Overview

This position is responsible for leading a team of call center agents delivering high-quality technical support in a fast-paced environment.

In Short

• Supervise and mentor Tier 2 technical support agents.
• Act as the escalation point for complex customer inquiries.
• Develop and enforce call center policies and procedures.
• Monitor performance metrics and implement corrective actions.
• Lead special projects to enhance customer experience.
• Ensure adherence to quality assurance standards.
• Collaborate with other departments to resolve customer issues.
• Create and maintain knowledge base articles.
• Track and report on key performance metrics.
• Other duties as assigned.

Requirements

• Proven leadership experience in a call center or customer support environment.
• Strong customer service orientation with excellent communication skills.
• Familiarity with call center systems and technical support tools.
• Bachelor’s degree in a related field preferred.
• Minimum of one year of supervisory experience.
• Proficient in technical skills and troubleshooting.
• Ability to work flexible hours as needed.

Benefits

• Medical, Dental and Vision coverage.
• 401(k) with generous company match.
• Paid Time Off and Holidays.
• Career Progression Opportunities.
• Cell Phone Allowance (Applicable by Position).