Supervisor, Business Technical Support
Hargray Communications Group, Inc.

Atlanta, Georgia


Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray team as a Technical Support Supervisor!

Lead Hargray Business Technical Support Operations providing superior customer support & service. Must be an excellent multi-tasker, combining the ability to lead and coach agents, handle challenging customers, readily shift priorities, prepare management reports, ability to drive resolution  until customer satisfaction and lead call center initiatives while ensuring that service level and quality objectives are achieved.

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 800 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

Duties & Responsibilities:

  • Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. Manages daily activities and sets personnel performance goals accordingly
  • Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
  • Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development. Assigns work and tasking priorities as necessary to meet departmental KPIs (key performance indicators).
  • Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
  • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
  • Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Engineering, Marketing and other areas of the company to facilitate problem solving.
  • Manages, analyzes and controls expenditures of the support center to meet budgetary requirements.
  • Performs other related duties as assigned to ensure effective operation of the department.
  • Create and enhance current business trouble processes and escalation paths to ensure the best result for the customer.
  • Develop workflows for increased proficiency and customer delight while handling business troubles.
  • Product feedback for product development on business tools and customer equipment.

 



Minimum Qualifications:

  • A degree in the Telecommunications field OR, five-plus years of related working experience in a Technical Support Center function
  • Excellent verbal and written communications skills
  • Ability to lead technical personnel in a sale driven organization
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures
  • Must be able to collect, manipulate, and distribute data for effective root cause analysis
  • Requires discretion regarding sensitive company information regarding client lists
  • Must have ability to work independently and on a team
  • Strong problem-solving skills
  • Ability to develop and train a team of technical personnel
  • Requires an understanding finance and budgeting
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary
  • Must possess working knowledge MS Office suite of products (Visio, Word, Excel and PowerPoint)
  • Able to work nights and weekends.

Additional Qualifications Desired:

  • Knowledge of business Video, Internet and Telephone technologies including PRI, SIP trunks and service order procedures
  • Knowledge of Head End, Central Office and Network operations as it relates to content delivery

EOE/Disability


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