Job description

Job Overview

Responsible for managing an ever-growing team and operations. This role requires advanced working knowledge of contact center concepts, practices, and procedures.

As a Technical Support Manager for Tier 2 you will be responsible for managing and building a world-class team of Tier 2 members, that can provide an elevated level of support to our highest priority customers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each day.

This person will be responsible for day-to-day operations in an omni channel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with different departments, coaching a talented team of support staff, and strengthening our processes and tooling designed for scale and efficiency. People management, project management, and a proven ability to use metrics to measure success are critical in this role. Previous experience managing tier 2 teams and working in a technical environment is preferred.

Required Experience & Skills

• 5 years Managerial experience in a Contact Center preferred
• Minimum 3 years of experience in IT customer support, technical support, help desk or service desk
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)
• Proven leadership and management skills
• Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls)
• Ability to mentor, empower and develop employees
• Primary escalation point technology issues that are unable to be resolved by Tier 1 and Tier 2 support staff
• Responsible for advanced troubleshooting of supported services
• Provide training to Tier 1 and Tier 2 Support Technicians
• Responsible for escalating issues that are unable to be resolved by Tier 3 to the appropriate engineering team
• Act as a backup for Tier 2 Support
• Documenting interactions in ticketing systems
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets
• Accurately documenting and classifying client requests and incidents
• Establishing and maintaining relationship with team, customers, and internal departments
• Providing courteous and professional communication with external and internal customers
• Nextlink support standards are followed from beginning-to-end of each external and internal interaction
• Perform daily shift-driven tasks assigned by the head of Support
• Provide coverage, as needed, for the Tier 1 and Tier 2 Teams

Job Responsibilities

• Develop Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision
• Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload, and shift requirements
• Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff
• Ensures that all Supervisors are continually monitoring, appraising, coaching, and reviewing all staff
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management
• Ensuring detailed records of communications are kept in database
• Contribute towards the completion of projects as work volume requires
• Other duties as assigned

Education:

• High School Diploma or equivalent
• Bachelor's degree preferred or equivalent combination of education and experience

Working Hours/Days:

• Monday thru Friday
• 11AM-8PM
• Full time

Work Environment/Hazards:

• Working conditions primarily inside an office environment
• The noise level in the work environment is usually moderate
• High level of interaction with external/internal clients

Physical Demands

• Sitting for 8-10 hours a day
• Standing for 8-10 hours a day

Travel Requirements

• Up to 10%

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.

Job Type: Full-time

Pay: $52,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• On call
• Overtime
• Weekend availability

Ability to commute/relocate:

• Euless, TX: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 3 years (Preferred)
• Call center management: 4 years (Preferred)

Work Location: In person

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