Technical Support Supervisor

Position Summary

The Technical Support Supervisor is responsible for leading a team of Technical Support Representatives who provide exceptional customer service and technical assistance to residential and business internet customers. This role ensures service level objectives, quality standards, and performance metrics are consistently met while fostering a positive, high-performing team environment. The supervisor is responsible for coaching employees, resolving escalated customer issues, monitoring operational performance, and driving continuous improvement initiatives.

Key Responsibilities

Team Leadership

• Supervise, coach, and develop a team of Technical Support Representatives.
• Conduct regular one-on-one meetings, coaching sessions, and performance evaluations.
• Monitor employee performance and provide timely feedback to improve productivity and customer experience.
• Create a positive, accountable, and customer-focused work environment.
• Assist with hiring, onboarding, training, and employee development.

Operations Management

• Monitor real-time call center performance, including service levels, queue management, and staffing needs.
• Ensure adherence to schedules, attendance policies, and productivity expectations.
• Coordinate with Workforce Management to maintain adequate staffing levels.
• Analyze operational metrics and implement action plans to improve performance.

Customer Experience

• Handle complex customer escalations and complaints professionally and efficiently.
• Ensure representatives deliver exceptional customer service while accurately troubleshooting internet, voice, and Wi-Fi issues.
• Promote first-call resolution and customer satisfaction.
• Identify trends impacting customer experience and recommend process improvements.

Quality Assurance

• Review customer interactions for quality, compliance, and technical accuracy.
• Provide coaching based on quality evaluations.
• Ensure adherence to company policies, procedures, and regulatory requirements.
• Support continuous improvement initiatives to enhance service delivery.

Technical Support Oversight

• Maintain working knowledge of ISP technologies including:
  • Fiber-to-the-Home (FTTH)
  • GPON/XGS-PON networks
  • Residential Wi-Fi
  • Routers and networking
  • VoIP services
• Assist agents with advanced troubleshooting and technical guidance.

Required Qualifications

• 3+ years of customer service or technical support experience.
• 1–3 years of leadership or supervisory experience in a call center environment.
• Strong understanding of broadband internet technologies and networking fundamentals.
• Experience using CRM, ticketing systems, and call center platforms.
• Excellent verbal and written communication skills.
• Strong problem-solving, organizational, and conflict-resolution abilities.
• Ability to lead in a fast-paced, metrics-driven environment.

Preferred Qualifications

• Previous experience in the telecommunications or ISP industry.
• Experience with fiber internet services.
• Knowledge of workforce management and quality monitoring systems.
• Experience with Service Now, CHR Omnia 360, Calix, and Nokia.
• ITIL, CompTIA Network+, or similar technical certifications are a plus.

Key Competencies

• Leadership
• Coaching & Employee Development
• Customer Focus
• Technical Troubleshooting
• Performance Management
• Conflict Resolution
• Time Management
• Analytical Thinking
• Adaptability
• Continuous Improvement

Position OverviewThe ideal candidate is an experienced leader who combines strong people-management skills with technical knowledge of ISP services. They are passionate about developing employees, improving customer experiences, and using data to drive operational excellence. This individual thrives in a fast-paced environment and is committed to delivering exceptional support while achieving organizational goals.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.