Technical Support Supervisor Position

  • Technical Support Supervisor
  • Department: Support Center
  • Reports To: Support Center Manager
  • Location: Corvallis, OR with some travel to various remote sites
  • Pay Rate:
JOB SUMMARY:

The Technical Support Supervisor is responsible for overseeing the Technical Support team of the PEAK Support Center, and backing up the corresponding Customer Service Supervisor in times of absence. Reports to and will assist the Support Center Manager in daily operations and projects as provided. This position is responsible for overseeing staffing of this department, including scheduling, training, quality assurance and responding to escalated customers.

Duties and Responsibilities:

  • Monitor calls and tickets, provide feedback to agents on a regular basis
  • Answer incoming customer, vendor, and reseller calls
  • Remain well-versed in daily department operational/escalation procedures
  • Respond to customer e-mail as required
  • Exercise sound judgment in handling day-to-day customer relations
  • Guide customers to speedy resolutions using effective call control techniques
  • Act as a mentor & train staff in cross selling and product knowledge
  • Monitor staffing needs and service trends via internal tools
  • Create department schedule for assigned team
  • Maintain and approve bi-weekly payroll and manage employee hours/overtime
  • Assist in development of established scripts and customer-handling strategies
  • Develop internal and external customer FAQ’s and web content
  • Participate in interviewing and hiring new staff members
  • Participate in employee coaching
  • Take escalated calls as needed, including Copyright Infringement conversations
  • Maintain working knowledge of troubleshooting and escalation procedures
  • Supervise CSR Call Center and employees when necessary
  • Meet attendance standards and other benchmarks as listed in the handbook
  • Track customer issues via internal tracking tools
  • Refine processes and procedures to make the support center more efficient
  • Must be willing to work flexible schedule, including some evenings and weekends
  • Model appropriate behavior including: compliance with all policies, demonstrating accountability and regular and reliable attendance
  • Model and promote the MOTER culture in daily tasks and interactions
  • Perform other duties and activities as requested

Required Skills and Abilities:

  • Familiar with the Internet, ISPs, DSL, and similar technologies offered by PEAK & its competitors
  • Strong knowledge of MS Office and web applications
  • Ability to work in a high stress, multiple priority contact center
  • Strong written and oral communications skills
  • Ability to work effectively as a team with minimal supervision
  • Ability to effectively establish rapport and present information to customers & employees
  • Ability to respond to frequent demands from multiple customers
  • Excellent soft skills when dealing with angry or upset customers
  • Must be able to sit for long periods, perform regular keyboarding and office activities.
  • Excellent prioritization and multitasking skills
  • Strong organizational and interpersonal skills
  • Ability to work long hours or overtime when necessary
  • Excellent deductive reasoning and problem solving skills
  • Must have a clean driving record and be able to pass drug screening

Education and Experience:

  • Minimum 4 years in a customer service role
  • High school diploma

Resume Submission:
Please send your resume or submission via email to jobs@peakinternet.com with “Technical Support Supervisor” in the subject line.

PEAK is an equal opportunity employer.