Supervisor of Product & Tech Support - Remote | WFH - Get It Recruit - Hospitality
Holmdel, NJ 07733
About the Job
Job Title: Supervisor of Product & Technical Support
About Us:
We are a leading global cloud communications company empowering businesses to accelerate their digital transformation through cutting-edge Unified Communications, Contact Center Applications, and Communications APIs. Our mission is to help our customers create innovative and delightful customer experiences using our programmable communication building blocks.
Why This Role Matters:
As the Supervisor of Product & Technical Support, you'll be a key leader in our Customer Experience team. You'll work closely with the Manager of Product & Technical Support Engineering to ensure excellence throughout the customer lifecycle. Our Customer Support team is the backbone of our product support across our nationwide network. We're looking for a highly technical, hands-on individual with excellent communication skills to help exceed our customers' expectations.
Location:
This is a fully remote position based in the United States. You'll work 100% from home.
Time Zone Requirements:
Candidates must be located within the Eastern Time Zone.
Visa Sponsorship:
Legal authorization to work in the US is required. We are unable to sponsor individuals for employment visas for this position.
Key Responsibilities:
1. Forecast ticket loads and staffing needs to meet team objectives
2. Monitor ticket flow and ACD logins to ensure timely issue resolution and service level adherence
3. Measure and provide feedback on ticket quantity and quality, coaching team members accordingly
4. Set performance objectives aligned with departmental goals and conduct regular 1-on-1s and annual performance evaluations
5. Continuously improve departmental processes and handle customer escalations
6. Monitor and report on Performance Metrics
7. Manage Help Desk tickets, ensuring accurate documentation and timely responses
8. Provide internal support to company personnel
9. Lead conference calls during outages and participate in Root Cause Analysis reviews
10. Coordinate software deployments, equipment installation, and maintenance efforts with various teams
11. Meet and exceed assigned Service Level Objective (SLO) commitments
12. Communicate proactively with customers about service interruptions
13. Define, document, and implement Customer Support policies and procedures
14. Manage multiple tasks under pressure and meet deadlines
15. Work on-call and weekend hours as required
Required Qualifications:
- 5+ years of Telecommunications industry experience
- In-depth understanding of VoIP protocols, SIP signaling, network QoS, IP routing, and Ethernet switching
- Expertise in LAN/WAN communications and network hardware
- Knowledge of routing protocols (EIGRP, BGP, OSPF)
- Practical experience with MPLS, VPLS, VPNs, QoS, and Firewall services
- Experience with hosted and cloud-based applications and services
Desired Qualifications:
- Excellent verbal and written communication skills
- Strong customer service and escalation management abilities
- Leadership experience with multi-site teams
- Experience working with Telecommunications Carriers and NOCs
- BA/BS in Business or Technical program (or equivalent experience)
Benefits:
We offer a comprehensive benefits package to support your health, wealth, and well-being:
- Medical, Vision, and Dental Coverage
- Health Savings Account (HSA)
- Income Protection
- Parental Leave
- 401(k) Contributions with multiple options
- Unlimited Discretionary Time Off
- Three Paid Volunteer Days annually
- Tuition Reimbursement
- Voluntary Legal Plan
- Employee Assistance Program
- Discounts on Auto, Home & Pet Insurance
Join Our Team:
If you're passionate about technology, customer support, and leading high-performing teams, we want to hear from you! This role offers an exciting opportunity to shape the future of cloud communications and make a real difference in our customers' success. Apply now to be part of our innovative and dynamic team!
Employment Type: Full-Time
Salary: $ 70,000.00 120,000.00 Per Year
About Us:
We are a leading global cloud communications company empowering businesses to accelerate their digital transformation through cutting-edge Unified Communications, Contact Center Applications, and Communications APIs. Our mission is to help our customers create innovative and delightful customer experiences using our programmable communication building blocks.
Why This Role Matters:
As the Supervisor of Product & Technical Support, you'll be a key leader in our Customer Experience team. You'll work closely with the Manager of Product & Technical Support Engineering to ensure excellence throughout the customer lifecycle. Our Customer Support team is the backbone of our product support across our nationwide network. We're looking for a highly technical, hands-on individual with excellent communication skills to help exceed our customers' expectations.
Location:
This is a fully remote position based in the United States. You'll work 100% from home.
Time Zone Requirements:
Candidates must be located within the Eastern Time Zone.
Visa Sponsorship:
Legal authorization to work in the US is required. We are unable to sponsor individuals for employment visas for this position.
Key Responsibilities:
1. Forecast ticket loads and staffing needs to meet team objectives
2. Monitor ticket flow and ACD logins to ensure timely issue resolution and service level adherence
3. Measure and provide feedback on ticket quantity and quality, coaching team members accordingly
4. Set performance objectives aligned with departmental goals and conduct regular 1-on-1s and annual performance evaluations
5. Continuously improve departmental processes and handle customer escalations
6. Monitor and report on Performance Metrics
7. Manage Help Desk tickets, ensuring accurate documentation and timely responses
8. Provide internal support to company personnel
9. Lead conference calls during outages and participate in Root Cause Analysis reviews
10. Coordinate software deployments, equipment installation, and maintenance efforts with various teams
11. Meet and exceed assigned Service Level Objective (SLO) commitments
12. Communicate proactively with customers about service interruptions
13. Define, document, and implement Customer Support policies and procedures
14. Manage multiple tasks under pressure and meet deadlines
15. Work on-call and weekend hours as required
Required Qualifications:
- 5+ years of Telecommunications industry experience
- In-depth understanding of VoIP protocols, SIP signaling, network QoS, IP routing, and Ethernet switching
- Expertise in LAN/WAN communications and network hardware
- Knowledge of routing protocols (EIGRP, BGP, OSPF)
- Practical experience with MPLS, VPLS, VPNs, QoS, and Firewall services
- Experience with hosted and cloud-based applications and services
Desired Qualifications:
- Excellent verbal and written communication skills
- Strong customer service and escalation management abilities
- Leadership experience with multi-site teams
- Experience working with Telecommunications Carriers and NOCs
- BA/BS in Business or Technical program (or equivalent experience)
Benefits:
We offer a comprehensive benefits package to support your health, wealth, and well-being:
- Medical, Vision, and Dental Coverage
- Health Savings Account (HSA)
- Income Protection
- Parental Leave
- 401(k) Contributions with multiple options
- Unlimited Discretionary Time Off
- Three Paid Volunteer Days annually
- Tuition Reimbursement
- Voluntary Legal Plan
- Employee Assistance Program
- Discounts on Auto, Home & Pet Insurance
Join Our Team:
If you're passionate about technology, customer support, and leading high-performing teams, we want to hear from you! This role offers an exciting opportunity to shape the future of cloud communications and make a real difference in our customers' success. Apply now to be part of our innovative and dynamic team!
Employment Type: Full-Time
Salary: $ 70,000.00 120,000.00 Per Year
Source : Get It Recruit - Hospitality