Technical Support Supervisor

Description

Technical Support Supervisor

Customer Success & Technical Support

Onsite, Charlotte, NC

Support Center Manager

One Cloud is looking for a Technical Support Supervisor to lead our Support Center across our full product portfolio, including UCaaS and CCaaS solutions. In this people-first leadership role, you’ll guide a growing team of about 10 Level I and Level II technicians, offering daily coaching, hands‑on technical support, and real investment in their career growth. You’ll own the ticket queue from triage through closure, oversee our live phone and web chat channels, and serve as the first point of escalation for both your team and our customers.

If you take pride in finding the root cause, holding a high bar for quality, and making sure every issue is resolved for good, we’d love to meet you.

• Own the daily operation of the ticket queue, ensuring every active case has a correct owner, priority, status, and documented next step.
• Perform ticket triage on incoming requests, including priority assignment per the Priority Matrix SOP and assignment based on technician skill, account familiarity, and workload.
• Monitor the Support Center’s live inbound call and web chat channels throughout the day, ensuring technician availability, schedule adherence, and timely response to customers.
• Review open and pending cases at least daily, following up with technicians and re‑assigning or escalating as needed to drive resolution; monitor and enforce SLA/SLO adherence, intervening on at‑risk cases before they breach.
• Coordinate service dispatches from support operations and manage operational vendor escalations, ensuring vendor ticket references are recorded in the One Cloud ticket.
• Track team performance against service metrics, including SLA attainment, first contact resolution, and customer satisfaction; provide their manager with regular updates on performance, trends, and improvement initiatives; oversee process changes, identified problems, and configuration standards.
• Serve as a technical escalation point for technicians, assisting with complex issues involving device registration and provisioning, call routing, and call quality.
• Provide hands‑on technical guidance to technicians during active cases, building troubleshooting skills through live case work.
• Own the case quality assurance process, reviewing completed cases against documentation and handling standards before closure, and ensuring accurate root cause is identified and documented, with diagnostic state captured before remediation.
• Review escalation notes for completeness before a case advances to a higher tier, returning insufficient notes to the technician for revision.
• Identify recurring incidents and trends, distinguish incidents from underlying problems, and raise known errors to their manager and Engineering with supporting data.
• Flag cases requiring coaching, correction, or recognition, and document findings in the appropriate management or HR system of record.
• Supervise assigned Level I and Level II technicians, aligning daily activity with department and organizational goals; provide ongoing coaching, feedback, and mentorship, documenting sessions and holding regular 1:1s with each direct report.
• Complete annual performance evaluations for direct reports.
• Escalate all formal disciplinary matters, performance improvement plans, corrective action, and hiring decisions to their manager. This role does not carry independent disciplinary or hiring authority, though it may participate in and provide input on candidate interviews.
• Develop and coordinate training and cross‑training so technicians are equipped for their tier and the team builds bench depth;…