Apply on Employer Site

Interface Systems · 1 month ago

NOC Customer Support Supervisor - Fri-Mon 9-7PM CST

Plano, TX

Full-time

Onsite

Entry, Mid Level

1+ years exp

Interface Systems is a company that specializes in security solutions, and they are seeking a NOC Customer Support Supervisor to manage the Tier 2 technical support team. This role involves overseeing daily operations, improving customer experience, and leading initiatives for operational efficiency.

Business IntelligenceEnergy ManagementInternetNetwork SecurityRetail TechnologySecurityVoIP

Growth Opportunities

Responsibilities

Lead a technical support team to support operational goals, objectives, polices, procedures, and work standards for day-to-day activities

Day to day management of the shift including but not limited to:

Time Management/ Attendance Tracking

Provide End of Shift Summary Report

Assist with Postmortems and RFOs for Gap

Analysis if applicable

Quality Assurance/ Quality Control

Conduct Shift Meetings/ Debriefs

Floor Supervision/ Management

Coaching/ Corrective Actions

Other duties may be assigned as required

First line of escalation to aid and guidance for Internal and External clients

Fostering an environment of continuous improvement to develop staff and team performance through regular feedback and coaching

Motivate staff by setting a positive example of work ethic and attitude to ensure we are providing an excellent customer service experience

Work directly with employees to regularly communicate personal metrics. Celebrate success and uplift and guide/ those that are struggling

Partner with the Training Manager and Leadership to identify training needs

Qualification

Technical Support LeadershipProcess DevelopmentProblem SolvingAnalytical CapabilitiesCustomer ServiceWritten CommunicationVerbal Communication

Required

BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)

1+ years' experience leading customer-facing Technical Support or Delivery teams focused on Asset Protection services

Proven technical problem solving, process development, and analytical capabilities

Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management