Our client, a leader in the IT sector, is looking for a Technical Supervisor. This role is responsible for providing support to a customer base, resolving technical issues, account problems, and general inquiries through telephone and web-based support platforms. Support will be provided both to members of our Customer Support Services (CSS) team and directly to customers, acting as the first point of escalation.

The selected candidate should be comfortable working autonomously, enjoy problem-solving, and have a keen eye for detail. They should possess strong written and verbal communication skills and be able to foster positive interactions and relationships with customers. Additionally, they will enjoy working in a friendly and collaborative team.

Requirements:

• Certifications: CCNA (Cisco Certified Network Associate) or JNCIA (Juniper Networks Certified Associate) with experience in network incident resolution or network infrastructure.
• Knowledge: Solid understanding of fundamental networking concepts and software.
• Language: Fluent in English, with excellent written and verbal communication skills.
• Autonomy: Ability to work autonomously in a globally dispersed team environment.
• Work Ethic: Strong work ethic and problem-solving skills.
• Communication: Confidence in communication and in escalating complex technical issues.
• Attention to Detail: High attention to detail and a focus on problem-solving and process improvement.
• Additional Experience: Experience and understanding of fiber optic networks.

Responsibilities:

Daily BAU Coordination:

• Train CSS team members to develop technical knowledge and customer service skills, and maintain personal knowledge of our client's technical nature, products, processes, and policies
• Ensure all Service Level Agreements are met.
• Guide the team in prioritizing work with a strong focus on time management.
• Supervise training and documentation of new products for the CSS team.
• Maintain existing technical documentation and continuously review it to identify process improvement opportunities.
• Oversee quality control and proactively analyze all customer requests to identify improvement opportunities and potential escalations.
• Ensure the shift scheduling system is up to date.
• Approve and manage all leave requests, shift coverage, and overtime requests and associated reporting.
• Supervise the goals and development progress of CSS team members.
• Ensure the team completes all learning activities and business initiatives by the deadline.
• Conduct regular check-ins with the CSS team to provide feedback and support.

Handling Customer-Affecting Events:

• Provide proactive communication to external stakeholders during any customer-affecting events.
• Take control of any incident management-related tasks within the CSS team.
• Provide clear directives to the CSS team.
• Escalate and mitigate any obstacles to a quick resolution.
• Ensure the Customer Network and Services management team is informed of incident mitigation progress and outcomes.

Escalation Point for Customer Issues:

• Proactively identify and manage at-risk customer tickets until resolved.
• Respond promptly to all customer escalation requests in writing and through phone/face-to-face meetings.
• Identify customers who regularly escalate and build strong relationships with key organizational stakeholders to prevent future escalations.

Data Analysis for Business Decisions:

• Identify key customer trends based on ticket data.
• Meet all reporting requirements and deadlines set by the CNS management team.
• Implement additional reporting to identify areas for improvement.
• Review report data weekly, monthly, quarterly, and annually to provide recommendations to CNS management on future projects and initiatives.
• Generate general operational reports, including incidents, ADHOC, and BAU.