Tech Support Supervisor - Residential

Description

MetroNet has an immediate opening for an energetic Tech Support Supervisor - Residential in Evansville, IN!

At MetroNet, we pride ourselves on providing cutting-edge technology combined with outstanding customer care. We are a fast-growing telecommunication company, offering 100% fiber-optic technology. MetroNet specializes in fiber to the premise TV, voice and internet services that provide our customers with some of the fastest internet speeds in the world. Recognized for being one of the Best Places to Work in 2020 by Glassdoor. We are committed to revolutionizing the industry by enhancing the overall customer experience and optimizing the talent of our valued associates.

We’re looking for tech-savvy, innovative thinkers to join our team and help us create what’s next!

What is in it for you?

• Competitive total compensation package
• 80% of Medical premiums paid for by company
• Company paid Disability and Life insurance
• 401(k) company match and 100% vested on day 1
• Discounted MetroNet service in our serviceable area
• Locally owned, friendly, fun atmosphere

Job Summary:

The Tech Support Supervisor is responsible for providing quality and efficient customer service through the daily management of Tech Support Agents to include hiring, training motivating, coaching, and problem solving. Additionally, the position is responsible for assisting the manager/director with development, analysis and implementation of staffing, training, and executing upon operational and reward/recognition programs.

What you will be doing:

• Manage day-to-day activities to ensure operations meet and exceed MetroNet’s goals and customer expectations.
• Create and maintain a high-quality work environment so associates are motivated to perform at their highest level.
• Provide daily direction and communication to associates so that customer interactions are answered in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each associate.
• Ensures associates have appropriate training and other resources to perform their jobs.
• Address disciplinary and/or performance problems swiftly and consistently, and according to company policy.
• Prepare and communicate corrective action effectively with associates and makes effective/appropriate decisions relative to corrective action as required.
• Work as a leader of special or ongoing projects that are important to area/process improvement.
• Share continual responsibility for deciding how to manage the associates, ensuring interactions are handled efficiently and effectively.
• Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or associate concerns.

What You Need For This Position:

• Associates degree in business-related field. Candidates with related experience will also be considered.
• Customer service experience in a call center setting.
• Experience in leading or managing teams.

If you have a strong desire to impact the success of our organization by ensuring we continue to attract and retain committed professionals, please apply today!

MetroNet is an EQUAL OPPORTUNITY EMPLOYER

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