Supervisor, Technical Support

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At Ezee Fiber, you'll do more than build a career, you'll help shape the future of connectivity. Every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. Whether in the field, in the office, or behind the scenes, you'll be part of a collaborative team that values innovation, professional growth, and making a meaningful impact in the communities we serve.

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration
, we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

The Technical Support Supervisor is responsible for overseeing the daily operations of the technical support team within the call center.

This role ensures high-quality customer service, timely issue resolution, and adherence to performance standards.

The Supervisor provides coaching, technical guidance, and performance management to support representatives while driving operational efficiency and continuous improvement. The ideal candidate is a strong leader with solid technical knowledge and the ability to motivate a team in a fast-paced,metrics-driven environment.

• Analyze contact center performance data toidentifytrends, opportunities, and areas for improvement.
• Prepare and present regular performance reports to management, highlighting key metrics, achievements, and areas needing attention. Foster a culture of continuous learning and development within the teams.
• Stay updated on industry best practices and emerging trends in contact center management, incorporating relevant knowledge into training initiatives.
• Advocate for customer-centric initiatives within the organization, ensuring that customer needs and preferences are considered in decision-making processes.
• Use customer feedback and insights to drive continuous improvement initiatives aimed at enhancing the overall customer experience.
• Regularly review and update customer service policies and procedures to ensure they align with evolving customer expectations and industry best practices.
• Foster a culture of customer-centricity within the organization, encouraging all employees to prioritize customer satisfaction in their daily activities.
• Measure the impact of customer experience enhancement efforts through key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates, adjusting strategies as needed to achieve desired outcomes.

• Supervise and mentor a team of TSRs, providing guidance, support, and professional development opportunities.
• Monitor team performance, conduct regular evaluations, and provide constructive feedback to ensure high standards of customer service.
• Deliver training for new and existing TSRs to enhance their technical skills and customer service capabilities.
• Address escalated customer issues promptly and effectively, ensuring timely resolution and maintaining customer satisfaction.
• Oversee daily operations, manage schedules, andallocateresources to ensure efficient handling of customer inquiries and support tickets.
• Implement quality assurance coaching’sto ensure consistent service delivery and adherence to company standards
• Collaborate closely with department managers and team leaders toidentifytraining needs and tailor programs accordingly.
• Effectively communicate training schedules and…