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Manager, Technical Support in Emporia, KS at HUNTER Technical Resources

Date Posted: 2/6/2019

Job Snapshot

Job Description

The Manager Technical Support leads a team of Technical Support Representatives in troubleshooting and resolving technical issues for small business and residential customers.

Essential Duties and Responsibilities include the following: Develop processes and procedures for execution by the Technical Support Team that produces the most expedient resolution and while maintaining quality work
  • Ensure trouble tickets are opened and closed in a timely fashion making certain that technicians respond and clear troubles quickly
  • Analyze trouble ticket database for trends and drive resolutions in other departments if applicable
  • Lead and escalate all critical outage conference calls
  • Recruit and maintain high caliber talent, responsible for performance, optimization and standardization, monitor quality and quantity of work performed
  • Conduct weekly staff meetings with supervisors
  • Update executive staff weekly on department status
  • Interface with Customer Operations, Network Engineering, Equipment Vendors, Switch Operations and the network Operations Center as required to ensure properly functioning, highly reliable and efficient customer repairs
  • Foster teamwork and cross-functional cooperation in order to create a positive work environment

Supervisory Responsibilities:
  • Direct and lead the Technical Support Team to respond and clear troubles in a precise and expedient manner
  • Ensures adequate on-the-job and formal training is provided
  • Develops and communicates key job responsibilities for each supervisor and technician level
  • Fosters teamwork and cross-functional cooperation of the Repair Team to maintain a positive work environment
  • Communicates with the Technical Support Team clearly and concisely, resolves conflict and manages sensitive situations effectively

Knowledge, Skills and Abilities Requirements:
  • Proven analytical skills with ability to assimilate and manage annual department budgets and various statistical reports
  • Proficient knowledge of various computer systems and software packages
  • Familiarity with data, telephony (preferred) transmission and distribution status monitoring systems.
  • Excellent customer service skills
  • Excellent communication skills (verbal and written)
  • Strong interpersonal skills with ability to interact with all levels of employees and various external customers
  • Time management skills
  • Problem solving skills
  • Ability to be pro-active with a sense of urgency
  • Ability to keep customer information confidential

Education and/or Experience Requirements:
  • Bachelor’ s Degree (preferably technical field) or currently enrolled in a program that leads to a Bachelor’ s Degree
  • 2+ years’ supervisory or leadership experience with proven track record of directing and leading teams, empowering others and driving accountability in a facility based service provider environment with a converged voice and data network or soft switch/VOIP network
  • Experience must include trouble shooting in a facility based network with a Class 5 switch, broadband loop carriers, copper facilities and customer premise equipment
  • Significant financial planning experience