Technical Support Manager / 09-4822 Job in Milton 32571, Florida US
Position Description: Must have call center leadership experience to be considered for this position.
Supervising a team of reps, including: selection/interviewing, coaching and counseling/corrective action in accordance with company culture, processes, practices, and within applicable employment laws/regulations.
Develop and maintains constructive working relationship with markets, customer support teams, Operations, Engineering, Marketing and other internal customers.
Develop training and troubleshooting steps to be used by team in resolving Clearwire customer issues.
Manage and resolve major customer and market escalations.
Ensure acceptable service levels for tickets and inbound calls by monitoring call distribution system and ticket queues.
Conduct real-time monitoring of Representatives to monitor productivity, metrics, and technical accuracy to ensure excellent service for Clearwire customers.
Ensure Representatives provide empathetic, courteous, quality customer service and complete duties in accurate and timely manner.
Maintains positive, problem-solving approach and spirit of cooperation in a team environment.
Proactively address issues and insure appropriate work environment for all employees.
Maintain records on work volume, productivity, performance, and attendance of representatives, and prepares reports as needed.
Outstanding leadership skills
Strong verbal communication skills
Possess strong desire and experience in coaching and developing employee skills for success
Team player who values being part of the next internet revolution - wireless broadband
Demonstrated accomplishments throughout work history in achieving predetermined objectives
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