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Company

ClearCaptions, LLC · 1 day ago

Customer Experience - Technical Help Desk Supervisor (100% Remote)

United States

Full-time

Remote

Senior Level

$69K/yr - $79K/yr

5+ years exp

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Responsibilities

Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.

Develop partnerships with cross functional teams to help improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives and improve the customer experience.

Maintaining and updating records and tracking databases.

Analyze reporting to identify performance trends and opportunities for improvement.

Track and analyze trends in Help Desk requests and generate statistical reports.

Provide weekly team and periodic 1:1 coaching to team members.

Support and deliver the company culture and directives.

Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

Identify gaps in processes and partner to remediate.

Ensure compliance guidelines are understood and followed.

Maintain assigned team’s attendance records.

Complete trainings as scheduled and identifies new opportunities for growth.

Provide backup to peers and leadership when necessary.

Monitor and test fixes to ensure problems have been adequately resolved.

Maintains consistent professional development through company provided workshops, training, and development opportunities.

Perform other related duties as assigned.

Qualification

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CCNA certificationCall center leadershipNetworking knowledgeTechnical leadershipNetwork monitoring platformsMS Office proficiencyCustomer service skillsActive listening skills

Required

Must have current CCNA certification.

Bachelor’s degree in Networking and Systems Administration or equivalent work experience.

Minimum 5+ years of successful technical leadership experience.

Minimum 5+ years of successful call center leadership experience.

Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP /IP, and DHCP.

Excellent verbal and written communication skills, presentation, and problem-solving skills.

Experience utilizing network monitoring platforms or custom tools.

Willingness to work flexible schedules including weekends.

Requires strong problem solving, time management, flexibility, and communication skills.

Must have the ability to multi-task, organize and document many tasks at one time.

Excellent verbal and written communication skills, presentation, and problem-solving skills.

Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.

Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.

Experience in professional and business writing.

Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).

Ability to problem solve with limited information.

Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.

Must have strong computer skills and knowledge of basic telephone technology.

Good organizational skills and attention to detail are essential.

Must have good interpersonal and active listening skills.

Exceptional customer service skills are a must.