Technical Support Center Supervisor - Grande Communications
Are you passionate about being a leader? Do you have supervisory experience within a technical support/help desk/service center environment? Are you great at mentoring and have strong technical background within a telecommunications or computer-related industry? If so, Grande Communications has an opportunity that might be just the right fit for you!
Grande currently has a position available for Technical Support Center Supervisor in our San Marcos Technical Support Center. The Technical Support Center Supervisor supervises daily operations and activities to ensure effective scheduling is maintained to effectively facilitate day-to-day management of incoming trouble calls and MTTRs. This is an evening and weekend position, and candidates must be available to work an evening/weekend shift.
Does this sound like the opportunity you've been searching for? Your search may just be over! Read on for more details regarding the position duties and what our ideal candidate looks like!
The primary position responsibilities include, but are not limited to:
Supervises daily op's and activities to ensure effective scheduling is maintained to effectively facilitate day-to-day management of incoming trouble calls and MTTR's.
Utilizing departmental resources, ensures that established answer times are maintained to meet service levels.
Assists Management with developing and communicating dept. policies and procedures.
Ensures that open and effective communication is maintained with all market teams to include dispatch, field operations, sales and other contact centers.
Provides 'hands on' assistance as needed on the floor for the TSC team and handle escalated issues in an effective and resolute fashion.
Develops direct reports through mentoring and ongoing training to increase their skills in advanced troubleshooting and knowledge of their job.
Prepares and delivers various performance metric reports as required.
Other duties as assigned.
Our ideal candidate will possess:
High school diploma or equivalent. Bachelor's degree preferred or equivalent relevant experience.
Microsoft or other operating systems certifications helpful.
Four years experience in the telecommunications or computer related industry.
Three years experience in the technical support/help desk service center environment.
Strong PC skills and Windows 95, 98, 2000, XP.
Working knowledge of the DMS telephone switching platform SERVORD.
Working knowledge of the CSG and Omnia billing systems.
Strong Cable Modem and DSL troubleshooting experience.
Grande's Comprehensive Health and Welfare Benefits include:
oGrande Services (free Phone, Internet, and Cable)
oMedical
oDental
oVision
oLife
oDependent Life
oAccidental Death & Dismemberment
oShort & Long Term Disability
oWellness Program
o401K
oPaid Time Off
oFlexible Spending Accounts (Dependent Care & Medical)
oEmployee Assistance Program
oTuition Assistance
If in Grande-serviceable area the products include high-speed Internet, local and long-distance telephone and digital cable.
Grande Communications proudly embraces diversity and is an Equal Opportunity Employer!
Estimated Salary: $20 to $28 per hour based on qualifications.
Grande currently has a position available for Technical Support Center Supervisor in our San Marcos Technical Support Center. The Technical Support Center Supervisor supervises daily operations and activities to ensure effective scheduling is maintained to effectively facilitate day-to-day management of incoming trouble calls and MTTRs. This is an evening and weekend position, and candidates must be available to work an evening/weekend shift.
Does this sound like the opportunity you've been searching for? Your search may just be over! Read on for more details regarding the position duties and what our ideal candidate looks like!
The primary position responsibilities include, but are not limited to:
Supervises daily op's and activities to ensure effective scheduling is maintained to effectively facilitate day-to-day management of incoming trouble calls and MTTR's.
Utilizing departmental resources, ensures that established answer times are maintained to meet service levels.
Assists Management with developing and communicating dept. policies and procedures.
Ensures that open and effective communication is maintained with all market teams to include dispatch, field operations, sales and other contact centers.
Provides 'hands on' assistance as needed on the floor for the TSC team and handle escalated issues in an effective and resolute fashion.
Develops direct reports through mentoring and ongoing training to increase their skills in advanced troubleshooting and knowledge of their job.
Prepares and delivers various performance metric reports as required.
Other duties as assigned.
Our ideal candidate will possess:
High school diploma or equivalent. Bachelor's degree preferred or equivalent relevant experience.
Microsoft or other operating systems certifications helpful.
Four years experience in the telecommunications or computer related industry.
Three years experience in the technical support/help desk service center environment.
Strong PC skills and Windows 95, 98, 2000, XP.
Working knowledge of the DMS telephone switching platform SERVORD.
Working knowledge of the CSG and Omnia billing systems.
Strong Cable Modem and DSL troubleshooting experience.
Grande's Comprehensive Health and Welfare Benefits include:
oGrande Services (free Phone, Internet, and Cable)
oMedical
oDental
oVision
oLife
oDependent Life
oAccidental Death & Dismemberment
oShort & Long Term Disability
oWellness Program
o401K
oPaid Time Off
oFlexible Spending Accounts (Dependent Care & Medical)
oEmployee Assistance Program
oTuition Assistance
If in Grande-serviceable area the products include high-speed Internet, local and long-distance telephone and digital cable.
Grande Communications proudly embraces diversity and is an Equal Opportunity Employer!
Estimated Salary: $20 to $28 per hour based on qualifications.
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