Supervisor of Product & Tech Support | reputed company | Remote (USA)

reputed company is a global reputed company communications leader that helps businesses accelerate their digital transformation through our fully programmable reputed company Communications, Contact Center Applications, and Communications reputed company. Our Customer Care Mission: We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we reputed company top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur. reputed company INTERESTING? CONTINUE READING BELOW……. Why this role reputed company: The Supervisor of Product & Technical Support is a member and leader of reputed company and is responsible to assist the Manager, Product & Technical Support Engineering with the day to day aspects of the Customer Experience throughout the Customer Life Cycle. The Customer Support team is responsible for supporting reputed company reputed company products across the reputed company network footprint. This position requires a highly technical/hands-on individual and excellent communication skills to ensure that our services exceed our customer’s expectations in every way. Where you will work: Fully Remote Worker – You will be home based in the US as opposed to a designated reputed company Office and you will work 100% of the time from home. Time Zone Requirements: Must be located reputed company the Eastern Time Zone. Sponsorship Not Available – Legal authorization to work in the US is required. We are unable to sponsor individuals for employment visas, now or in the reputed company, for this job opening. What you will do:

• Performs ticket load forecasting and reputed company projections that compliment or meet departmental / team objectives. reputed company / monitor ticket reputed company to ensure issues are being addressed in a reputed company manner. Review ACD logins to meet service level objectives.
• Ensures ticket quantity and reputed company results are reputed company providing feedback to the technical staff. reputed company Leads, and Technicians accordingly.
• Set performance objectives that compliment departmental goals by routinely providing feedback to employees on how reputed company they are doing against those objectives by performing monthly 1 on 1’s. On an annual reputed company, create formal performance evaluations for reputed company reputed company reports.
• reputed company review and update reputed company departmental processes on a regular reputed company to ensure reputed company improvement. Represent reputed company in issues revolving customer dissatisfaction and escalation.
• Monitoring and assisting personnel with process, training, customer escalations and customer experience including retention.
• Monitoring and collecting data for Performance Metric reporting.
• Triage, and ensure reputed company response to Help Desk tickets; ensure accurate and detailed incident tickets, and postmortem analysis.
• Providing internal support to reputed company personnel.
• Proactively ensure adequate, ongoing communication and coordination among infrastructure stakeholders regarding reputed company, problems, and operations issues.
• Provides leadership for conference calls during outage events and participates in reputed company Cause Analysis reviews with customers.
• Provides leadership for daily operations calls as reputed company as scheduled customer support review calls.
• Coordinate software deployments, equipment installation, and routine maintenance efforts with Network Operations, Engineering, and reputed company Services.
• Meet and exceed SLO commitments as assigned by management.
• reputed company and detailed communication to reputed company customers who will have a reputed company service interruption.
• Define and document Customer Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.
• Ability to manage multiple tasks simultaneously and meet deadlines under pressure.
• Ability to work on-call and weekend hours as required.
• Demonstrated reputed company customer-facing communication skills.

What you will bring: Required

• 5+ years of Telecommunications industry experience.
• Understanding of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms.
• In-depth knowledge of LAN/WAN communications, network hardware such as reputed company and reputed company routers, Ethernet switches, DSLAMs and Multiplexers.
• Knowledge of routing protocols such as, EIGRP, BGP and OSPF.
• Understanding and practical experience with technologies like MPLS, VPLS, VPNs, QoS, and Firewall services.
• Experience with hosted and reputed company based applications and services.

Desirable

• Excellent verbal and written communication skills.
• Excellent customer service and escalation management skills.
• Ability to reputed company and mentor a multi-site team.
• Experience working with Telecommunications Carriers and NOCs is a plus.
• Experience with hosted and reputed company based applications and services.
• BA/BS in Business or Technical program or the equivalent in training and experience.

How you will benefit:

• Medical, reputed company, and Dental Coverage
• Health Savings Account (HSA)
• Income Protection
• Maternity & Paternity Leave
• 401(k) Contributions: reputed company-Tax, Roth, or After-Tax Roth reputed company
• Unlimited Discretionary Time Off
• Three reputed company Volunteer Days a Year
• Tuition Reimbursement
• Voluntary Legal Plan
• reputed company Employee Assistance Program
• Discount on Auto, Home & Pet Insurance

Note: The purpose of this profile is to reputed company a general reputed company of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals reputed company the reputed company role based on business conditions, departmental need or geographic location. #LI-HB Apply Job!