Supervisor, Technical Support

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises, from startups to Fortune 500.

 

Headquartered in Miramar, Florida, Arise has over 250 employees.

 

No other company better understands how to bring virtualization to life for premium brands.

 

The Technical Support Supervisor works with the Technical Support staff to ensure that all technicians are remaining productive and providing the highest level of service to IBO/CSP, Client, and Corporate Users. The Technical Support Supervisor will receive directives from the Technical Support Manager and will assist in driving results on the Technical Support Team. This includes the monitoring, tracking, and coordination of Technical Support functions.

Responsibilities

  • Drive key metrics by effectively managing/coaching technicians and by identifying and implementing opportunities to reduce inbound traffic
  • Answer/Resolve escalated Technical Support calls, from Management, Clients, and CSPs. Must have great follow-up and customer service skills.

  • Ability to supervisor in-house and remote technicians with a single team theme.

  • Escalate trouble issues in accordance with pre-determined escalation process.

  • Monitor the real-time production of Technical Support technicians.

  • Manage the processing of incoming calls to the Technical Support Desk via telephone and e-mail to ensure courteous, timely, and effective resolution of Corporate, CSP, and Client issues.  

  • Provide effective communication on new and ever changing policies including: Client Guidelines, Escalations procedures, Communication templates, report processing, ect. 

  • Ensure that team has tools needed to complete their job functions.

  • Strong analytical skills and Excel knowledge to be able to quickly generate adhoc reports and provide high level and detailed analysis on findings.

  • Make observations of the Technical Support Team activities and document events, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. 

  • Co-Monitor the status of the network in all aspects and takes action when necessary, including leadership of business communication and bridges during outage events..

  • Team player mentality.

  • Keep direct people leader updated on important events or issues.

  • Perform other job duties as assigned by people leader.

Qualifications

  • Previous Supervisory experience required.
  • Bachelor’s degree preferably in Business Administration or Information Technology.
  • Three years related work experience that provides demonstrated ability to supervise a service delivery team.  
  • Ability to communicate the ideas accross different levels of management including VP and C level executives.

 

Other Requirements

  • The position will require shift work on a 24/7/365 basis in the Miramar facility, but primarily shift hours of 9:00am – 6:00pm M-F.
  • Due to the nature of our call center business Holidays and weekends will need coverage as well.

 

Physical Activity of this Position

  • Typing, utilizing phone and ability to lift 30lbs safely.

 

Competitive Compensation and Benefits which include:


•Health/ Dental/ Vision/ Flex Spending Benefits
•401k, Retirement
•Great PTO and Holiday Plan!
•Maternity/ Paternity Paid Leave
•Life and Disability Insurance
•Tuition Reimbursement
•Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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