Technical Support Supervisor

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We're not your parent's phone company. Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®. Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don't study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we're the backbone of the economy. By joining our global team, you're saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead. **We're actively looking for amazing people like you to join our team** The role of the Technical Support Supervisor is to lead, coach, develop, and support team members of the Customer Support Team. Technical Support Supervisors are responsible for day-to-day supervision of team members, directing and assessing their teams, and maximizing team and operational performance while providing support and guidance for team members. **Key Responsibilities**: - Handle escalated concerns by providing customers with potential solutions or options to challenging obstacles. This also requires using judgment to make decisions that are fair to both the customer and Nextiva. - Participates in Nextiva management efforts to maintain high morale, low attrition, and excellent teamwork. Measures performance monthly using standard agreed metrics to ensure trends are quickly understood and also to maximize efficiency of their teams. - Must be capable of taking over responsibilities of unavailable Technical Leads and peer Technical Support Supervisors - Must be well versed in all Customer Support processes and procedures to ensure customer is getting a consistent experience - Manage Team Member schedule adherence - coaching and counseling team members who are not compliant. - Participates in the interview and selection process of new Customer Support associates - Work with People Development Team to build 30,60,90 day plans for new associates and measures the performance of those associates - Track, Coach and Counsel team members on work efficiency, managing to the Performance Improvement Plan Policy. - Key member of the Customer Support leadership team that models positive interaction with other groups at Nextiva and serves as a key resource for escalation of delivery satisfaction issues for the Customer Support Department. - Handle call escalations and "supervisor requests" as needed. - Participate in the Quality Assurance - Calibration process. Provide coaching and training. - Ensure escalated issues/disputes are addressed and the appropriate actions are initiated within the same business day that the issue is presented. If the issue requires a Client intervention, ensure that the appropriate person is contacted within the same business day as well. - Coach, train, and hold the Technical Support Team accountable to the policies and procedures and communicate any changes to a policy or procedure to the team. - Ensure that the Customer Support team provides timely follow-up when a return call is necessary. - Ensure that team members are equipped with the necessary tools. - Share feedback to further improve daily processes impacting workflow and/or customer experience and client satisfaction. - Must establish and maintain effective work relationships with new and existing customers and partners - Provide ongoing feedback, coaching, and guidance to Customer Support Agents. - Document daily statistics for team members and provide feedback that will allow them to meet department metrics and excel in the department. **Qualifications**: - High School Diploma or GED required. - Two (2) years of experience in telecommunications. - Two (2) years of operations leadership experience preferred. - Experience with Microsoft Office products, including Word and Excel. - Strong verbal, written, and negotiation skills are required to deal with patient's financial issues. Strong typing skills are also required to document all work. **Competencies**: - Will be expected to creatively think to ensure the department is evolving and developing positively. - Must be capable of high-level problem solving, and very solution oriented. - Must have excellent interpersonal and communication skills with a high degree of professionalism. **Typical Office Environment**: Requires extensive sitting with periodic standing and walking. May be required to lift up to 35 pounds unassisted. May be required to lift over 35 pounds using assistive device and/or team lift. Requires significant use