Supv, Technl Suppt

Responsible for overseeing and supervising the day-to-day operations of complex customer support operation functions of the National Customer Technical Support group. Provides technical assistance to customers and employees. Conducts technical training. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

• Supervises, interviews and hires a staff of Technical Support representatives.
• Provides initial as well as ongoing training and coaching for Technical Support representatives.
• Coordinates and schedules work assignments relating to subscriber inquiries, support calls and complaints.
• Handles difficult customer inquiries and complaints referred by Customer Service Representatives (CSRs).
• Monitors CSRs to ensure professionalism, accuracy and use of information given and performs annual performance appraisals.
• Sets productivity standards and goals; monitors daily/weekly/monthly progress and reports results to the Customer Technical Support Manager.

• Customer Experience (CX); Coaching; Customer Service

• 401k matching
• Health insurance
• Flight privileges

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