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Business Tech Support Supervisor

As a member of our Business Tech Support leadership team, the Business Tech Support Supervisor will provide daily guidance and support to members of our Business Tech Support team. It is this team that is the voice of Metronet to our Business customers when they are having technical issues with their internet or phone services. This is a working supervisor position where you will be actively involved in not only the day-to-day processes but also the hiring, training, and coaching of Associates. You will also be responsible for assisting the Manager/Director with Associate development, analysis, and implementation of departmental initiatives.

ESSENTIAL JOB FUNCTIONS:

• Participate in the selection, hiring, and career development of Tech Support Agents.
• Assist with capacity planning and scheduling for Tech Support Agents.
• Resolve customer complaints and follow up on chronic and unresolved customer issues.
• Provide feedback and coaching for Tech Support Agents.
• Help establish and maintain a standard for customer interactions and troubleshooting processes.
• Manage both the productivity and quality of work down to the individual associate level.
• Assure that all Tech Support Agents exhibit a customer friendly attitude promoting Metronet’s commitment “to serve with passion” and deliver an excellent customer experience.
• Communicate and reinforce performance expectations and policies for Tech Support Agents.
• Provide assistance to and communication with other departments and escalation points relevant to the troubleshooting and resolution of customer issues.
• Assist with troubleshooting and resolving customer issues.
• Communicate and assist in troubleshooting issues with software and systems necessary for Tech Support Agents.
• Lead team meetings and provide direction to the department.
• Promote and maintain a culture of continuous improvement.
• Elevate and sustain associate morale in the Tech Support Department.
• Set an example of fierce commitment to customer satisfaction.
• Represent Metronet professionally and ethically to both internal and external customers.

JOB QUALIFICATIONS AND REQUIREMENTS:

• High School Diploma or GED; bachelor’s degree preferred.
• Leadership experience in a call center or technical environment
• Excellent verbal and written communication
• Ability to utilize Microsoft Word, Excel and PowerPoint.
• Experience in Service Specific Troubleshooting Methods
• Responsible, Self-Motivated, Organized, and a Quick Learner
• Analytical/Logical Problem-Solving Skills
• Patient - The Ability to Guide and Teach via the Phone
• Adaptability to Change – Comfortable in a Rapidly Evolving Environment

WHAT WE OFFER

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metro net is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career !

At Metronet, we are the nation’s largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

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