Technical Support Manager / 09-5399 Job in Las Vegas 89150, Nevada US
Position Description: Job Responsibilities (specific duties):
Supervising a team of reps, including: selection/interviewing, coaching and counselling/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.
Minimum Qualifications (include skills, experience and education):
Outstanding leadership skills
Strong verbal and written 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
At least two years in a leadership capacity managing teams of 10 or more employees and Customer Management experience
Strong organizational skills, ability to prioritize and handle multiple tasks simultaneously
Proficiency in MS Office software; ability to learn new systems and applications very quickly
Ability to work extended/flexible hours
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