Customer Experience - Technical Help Desk Supervisor (100% Remote) Virtual Req #1567 Friday, November 8, 2024 Do you enjoy working with the senior community? Who we are: Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing . By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com. Position Summary: The Technical Helpdesk Support Supervisor assists in leading and developing a team of Technical Helpdesk Specialist to deliver a world-class customer experience through regular coaching, training, and hands on experience. This role supports company and departmental goals by directly influencing the frontlines to answer contacts within SLA, follows department and company procedures, and ultimately wins and retains customers. This is a Remote/Work from Home position reporting to the Sr. Customer Experience Manager. What you will do: + Oversee the development, implementation, and administration of help desk staff training procedures and policies. + Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes. + Develop partnerships with cross functional teams to help improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives and improve the customer experience. + Maintaining and updating records and tracking databases. + Analyze reporting to identify performance trends and opportunities for improvement. + Track and analyze trends in Help Desk requests and generate statistical reports. + Provide weekly team and periodic 1:1 coaching to team members. + Support and deliver the company culture and directives. + Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands. + Identify gaps in processes and partner to remediate. + Ensure compliance guidelines are understood and followed. + Maintain assigned team’s attendance records. + Complete trainings as scheduled and identifies new opportunities for growth. + Provide backup to peers and leadership when necessary. + Monitor and test fixes to ensure problems have been adequately resolved. + Maintains consistent professional development through company provided workshops, training, and development opportunities. + Perform other related duties as assigned. Qualifications: + Must have current CCNA certification. + Bachelor’s degree in Networking and Systems Administration or equivalent work experience. + Minimum 5+ years of successful technical leadership experience. + Minimum 5+ years of successful call center leadership experience. + Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP /IP, and DHCP + Excellent verbal and written communication skills, presentation, and problem-solving skills. + Experience utilizing network monitoring platforms or custom tools. + Willingness to work flexible schedules including weekends. + Requires strong problem solving, time management, flexibility, and communication skills. + Must have the ability to multi-task, organize and document many tasks at one time. + Excellent verbal and written communication skills, presentation, and problem-solving skills. + Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. + Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. + Experience in professional and business writing. + Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms) + Ability to problem solve with limited information. + Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies. + Must have strong computer skills and knowledge of basic telephone technology. + Good organizational skills and attention to detail are essential. + Must have good interpersonal and active listening skills. + Exceptional customer service skills are a must. Physical Demands : Employees may experience the following physical demands for extended periods of time: · Sitting, standing, and walking (95-100%) · Keyboarding (70-90%) · Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%) Work Environment: + 100% Remote: Work environment is at home. Compensation: $69,232 to $78,998/yr prospectively with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like. ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics . Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. ClearCaptions is an Equal Opportunity Employer. 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