Distributel

Call Center Technical Support Supervisor

CA-ON-Ottawa
Reference No.
CC-BS-MS-4000-OTT
Job Category
Customer Service/Support
Type
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.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed