Call Center Technical Support Supervisor

Reference No.
Job Category
Customer Service/Support
Full Time
Career Level
Entry Level, Experienced

Job Description

Technical Support Supervisor 

*Must be bilingual (French/English)


Reporting to the Technical Support Manager, the Supervisor will be responsible for supporting, mentoring and educating an assigned team of Technical Specialists. 


Work Performed


During a sale, the quality of a products support can be a key selling point; a reason for a customer to choose one ISP over their competition. Knowing that someone is available to answer questions and capable of fixing issues in a timely manner can influence the decision to buy a product from one over another.

In order to keep a high level of customer satisfaction, the Technical Support Supervisor will be required to:

Provide effective leadership by setting and maintaining vision, mission and values; Monitor support ticketing system and report performance of the team; Recommend changes and improvements to processes based on business objectives, challenges and customer/staff feedback; Set productivity standards and goals; monitors progress and reports results; Conduct regular meeting/coaching sessions to ensure proper follow ups on agent’s performance and effectiveness; Report observations, feedback and incidents; Communicate and follow up with support team to ensure they are fully informed of all new information relating to products and procedures; Provide encouragement and support; Other duties as assigned.


Special Assignments


- Be assigned on specialized projects as needed by the department Manager.


Working Conditions


- Fast paced environment;

- Work with tight deadlines;

- Frequent multi-tasking.


Computer Skills and Software Used


- Proprietary company software’s;

- Microsoft Office Suite;

- Microsoft Operating Systems;

- MAC Operating Systems.

Employee Requirements


Education and Training


- Experience as a Technical Support Escalation Specialist;

- Experience as a Supervisor with direct reports;

- High School Diploma or an equivalent combination education and/or experience, preferably in a related industry or industrial environment.


Skills and Aptitudes


- Excellent oral and written communication skills in both English and French;

- Excellent level of knowledge with internet modems and routers;

- Exceptional interpersonal, listening and analytical skills;

- Demonstrated ability to work well in a team environment;

- Effective presentation and facilitation skills including creative training techniques;

- Demonstrated multi-tasking capability and proven success in fast paced environment;

- Ability to learn and remain up to date on technology;

- High degree of personal motivation and has a very strong work ethic;

- Proven organizational and time management skills;

- Regular, consistent and punctual attendance. Must be able to work days, evenings and weekends, variable schedule(s) as necessary.



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