Position Summary: 

A Technical Support Center Supervisor’s role is to monitor and maintain the Technical Support/CSR Employees and Supervisors. Lead Technical Support Center Supervisors are to ensure that all Technical Support/CSR Employees and Supervisors are following procedures and maintain a professional and courteous demeanor when speaking with customers. 

Position responsibilities: 

Opening/Monitoring/Escalating Transport/Voice/New Install Tickets – The Technical Support Center Supervisors monitor all Transport/Voice tickets to ensure that they are being updated and/or escalated promptly.

Monitoring Agents Lunch/Break Schedule – The Technical Support Center Supervisors are responsible for monitoring the Technical Support/CSR Employee’s Lunch and Break times to ensure that they do not exceed the allotted timeframe.

Reviewing/Monitoring Closed Tickets – The Technical Support Center Supervisors have the role of reviewing closed tickets that are completed by the Technical Support/CSR Staff.  If the ticket does not meet company standards, then the Technical Support Center Supervisor will open the ticket and assign it to the appropriate employee.

Monitoring Ticket Queues – The Technical Support Center Supervisors have the role of monitoring the following ticket queues: Call Center, Stratuswave, Snowshoe, Residential Sales, MedExpress, Service, & Support. If the ticket does not meet company standards, the Technical Support Center Supervisor will assign the ticket to an appropriate individual/department.

Adding New DPS equipment into the inventory – The Technical Support Center Supervisors are responsible for configuring and adding Digital Phone Service equipment into the company inventory so that it can be distributed to Citynet customers.

Call Reviews (Quality Assurance) – The Technical Support Center Supervisors are responsible for reviewing previously recorded calls completed by Technical Support/CSR Employees to ensure customer satisfaction.  If corrective action is needed, they will then notify the employee as needed.  The following benchmark should be followed: 5 Call Reviews, per Technical Support/CSR rep, per week.  The call reviews should have a mix of inbound & outbound.

Assigned Tickets – Throughout the day, the Technical Support Center Supervisors will be assigned tickets by multiple Citynet Departments.   The Technical Support Center Supervisors have the responsibility of reviewing the ticket to assess what needs to be done.  If the ticket needs the attention of another department, the Technical Support Center Supervisors will assign it to the correct area.

Global Mailboxes – The Technical Support Center Supervisors are responsible for checking the Citynet Global e-mails that are received throughout the day.   These Global Mailboxes (Billing, Fax, Support, and watchdog) are checked every hour.

Monitor Datto Alerts – The Technical Support Center Supervisors are responsible for monitoring any NetPulse/Datto Alert that is received. Any alert flagged as down or site not communicating must be called on as the customers pay for these services and for these devices to be monitored for errors.

Transport/Evening Shift Report – The Technical Support Center Supervisors are responsible for creating a Transport/Evening Shift Report before the end of their morning/evening shift. This report is to include any active transport tickets, circuits showing down in Solar Winds, critical services in Nagios and ColdFusion, New Installs, On-Call Engineers contacted, & upcoming scheduled maintenance.

Approve/Deny Credits – The Technical Support Center Supervisors are responsible for reviewing all Credit to Account – Supervisor Review tickets to ensure the requested credit/refund is legitimate and that we can indeed approve a credit/refund for that customer.

Invoicing – The Technical Support Center Supervisors are responsible for printing/folding/combining invoices to be mailed out for customer billing.

Fax Server – The Technical Support Center Supervisors are responsible for checking the Citynet Fax server for faxes that are received throughout the day. Any fax received must be converted to PDF and forwarded to whomever the fax is addressed.                                                                                    

VoIP LD Abuser – The Technical Support Center Supervisors are responsible for monitoring VoIP users who are surpassing the 1,000-minute limit on our Residential accounts. If a customer is over the allotted 1000 minutes, the supervisor will convert these over to the premium $39.95 package and email the customer advising that we have increased their rates since they have gone over their long-distance usage.

Invalid Credit Cards – The Technical Support Center Supervisors are responsible for checking and creating tickets on any credit card that comes back as invalid, rejected, or expired.

Remote Call Forwarding – The Technical Support Center Supervisors are responsible for setting up Remote Call Forwarding if a customer is requesting this done beyond the normal business hours of the Voice Switching team.

Basic Circuit Testing – The Technical Support Center Supervisors are responsible for basic circuit testing on internal (Citynet) circuits.

Web-based Manual Upkeep – The Technical Support Center Supervisors are responsible for keeping the Technical Support Center, Technical Support Center Supervisor, & Circuit Escalation manuals updated at all times.

Essential skills and experience: 

Basic Computer Skills are necessary.  Enhanced Call Center experience is recommended.

Reporting to this position:  

Technical Support Center

Work Environment: 

This position resides in a typical office environment where teamwork is a high priority.  A valid driver’s license is not required but is recommended.

Additional Responsibilities: 

This position involves rotating shift work and requires the employees to be flexible in their work schedules.   Overtime is sometimes needed in the event of call-offs, or important tasks that need to be completed. Responsibilities as defined above include, but are not limited to additional duties as assigned.

Benefits: 

401(k)
401(k) matching
Dental insurance
Disability insurance
Health insurance
Health savings account
Life insurance
Long term disability
Paid time off
Vision insurance

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