Technical Support Supervisor

• Manage a team of technical support reps to provide world class customer service including
  • Coaching, training, and development of employees
  • Providing leadership and guidance on daily requests and support needs for the team
  • Monitor call traffic and ensure appropriate phone coverage during shifts and breaks
  • Set standard for service excellence and lead by example
• Directly coach team members on
  • Effectively troubleshooting video, data and phone troubles while minimizing truck rolls
  • Resolving billing and payment issues, when overflow is required, by building a rapport with the customer, and by consistently improving billing system knowledge and understanding
  • Resolving customer questions and concerns efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
  • Resolving problems on the first call, with a minimum of transfers, by consistently improving personal technical knowledge and understanding
  • Receive escalated supervisor calls from customers, take ownership of issues, and follow through to resolution.
• Provide Initiative, suggest and implement work flow improvement processes
• Prepare and deliver performance appraisals and regular feedback
• Other duties as assigned or required

• 5 plus years managing staff in a technical support environment
• Demonstrated experience managing a group of employees independently
• Cable/telecommunications experience required

• College degree or equivalent experience required
• Exhibits strong interpersonal skills with the proven ability to effectively manage teams of 10+ employees 
• Demonstrates ability to diagnose and solve problems
• Demonstrated ability to act independently and with judgment in the best interest of the customers, employees and company
•  Proactive decision-making skills
• Technical proficiency in areas of responsibilities

Diverse Workforce / EEO:

Wave recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees.  Wave requires a drug test, background check, employment and education verification as conditions of employment.  Wave Broadband is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.