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.
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.
Answer/Resolve escalated Technical Support calls, from Management, Clients, and CSPs.
Supervise in-house and remote technicians with a single team.
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, etc.
Ensure that the 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.
Physical Activity of this Position
Typing, utilizing phone and ability to lift 30lbs safely.
Competitive Compensation and Benefits which include:
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