Verve Cloud
Technical Support Supervisor
Verve Cloud, San Diego, California, United States, 92189
Job Type
Full-time
Description
OUR HISTORY
Verve Cloud Inc. is a Nationwide cloud-based voice, internet and unified communication service provider. We operate a fault-tolerant and multi-carrier network infrastructure that supports small to enterprise business clients. We are a single source provider offering a full suite of UCaaS services to meet our client's communication and technology needs.
AWARD WINNING CULTURE : Great Place To Work 2020-2022 / Best Places To Work 2019-2022 / Fortune Best Places To Work 2020 and 2022.
GENERAL SUMMARY:
Launch a great career with Verve as a Technical Support Supervisor. Our Technical Support Supervisors are responsible for providing exceptional leadership, guidance, and technical expertise to the Technical Support department in order to create an efficient and customer-focused team of technicians that results in ongoing client satisfaction and retention. The Technical Support Supervisor will manage the day-to-day tasks, functions, and responsibilities of the department as well as provide knowledge, expertise, and drive to assist in client escalations and heavy-volume call/ticket queues.
Requirements
ESSENTIAL DUTIES AND RESPONSIBILITIES
Acts with integrity in dealing with clients and co-workers; not afraid to do the right thing; takes responsibility for mistakes and achievements; treats others in a respectful manner.Excellent interpersonal relationship and problem-solving skills.Ensures ticket quantity and quality results are measured providing feedback to the technical staff. Coach Leads, and Technicians accordingly.Set performance objectives that compliment departmental goals by routinely providing feedback to team members on how well they are doing against those objectives by performing monthly 1 on 1's and document in 15FIVE.Monitoring and assisting personnel with process, training, customer escalations and client experience including retention.Administer overall ticket queue to ensure efficient assignment, ongoing work, and resolution of client requests.Performs ticket load forecasting and staffing projections that compliment or meet departmental / team objectives. Track / monitor ticket flow to ensure issues are being addressed in a timely manner.Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent department in issues involving client dissatisfaction and escalation.Define and document Technical Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.Ensure the Technical Support team maintains a high degree of ownership when interfacing with clients and vendors.Assist in leading team meetings to promote unified team communication and understanding.Maintain work schedule for Support team to ensure proper coverage during business hours as well as on-call rotation to ensure proper coverage after hours. Ability to work on-call and weekend hours as required.Provide highest level knowledge to assist team with completing and escalated client requests and participating in high-volume call and ticket queues.Create and update documentation for departmental procedures and processes.Assist in the hiring of new team members by performing initial screenings, conducting formal interviews, and providing feedback to People & Culture and Management teams.Other duties as assigned by management.KNOWLEDGE, SKILLS & ABILITIES
Work independently with minimal supervision and have the discernment to approach management as needed.Must have Excellent oral and written communication skills.Ability to effectively lead team members and practice situational leadership.Ability to stay organized while managing personally assigned projects as well as team member workload.Demonstrate exceptional leadership, interpersonal communication, and conflict resolution skills with all levels of staff and external clients and vendors.Strong problem solving and adaptive skills with the ability to provide quick recommendations toward resolution.Ability to see and communicate customer perspectives clearly while collaborating with internal departments.Experience in coaching and staff development.Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed.Perform research, gather facts, and prepare recommendations to resolve complex situations.Knowledge of concepts and best practices related to VoIP services, network connectivity, and call center methodologies.Embraces a growth mindset and comfortable with ambiguity.Must have the ability to multi-task and communicate priorities.Must be highly organized.A positive and flexible attitude working in a collaborative environment.Strong work ethic and ability to thrive in a fast-paced environment.OTHER REQUIREMENTS
Must have current and valid driver's license must be able to provide proof of vehicle insuranceEDUCATION, TRAINING & EXPERIENCE
5 + years of Telecommunications industry experienceMinimum 5 years' experience in an IT related field or 4 years in a telecom or UCaaS role preferredMinimum 2 years' experience leading a client-facing technical support team requiredAdvanced, demonstratable PBX and/or networking knowledge preferredNetworking and telephony experience
or
CCNA certification a plusProficiency in creating and/or augmenting network diagrams, call flows, and ticketing system reports a plusProficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).Familiarity working with ERP's/CRM.The PERKS you'd expect:
15 Days' Vacation & 10 Holidays24 Hours off for Community ServiceMedical, Dental & Vision coverage401k program with matchLong term disabilityLife InsuranceMonthly team building eventsEducation ReimbursementEmployee referral programAnd so much more...
We believe who you are and what you do mattersWe believe in work hard, play hardWe are socially responsibleWe enjoy our snacksWe have Friday lunchWe believe in Rock Star rewards
Salary Description
$71,885-$89,856
Full-time
Description
OUR HISTORY
Verve Cloud Inc. is a Nationwide cloud-based voice, internet and unified communication service provider. We operate a fault-tolerant and multi-carrier network infrastructure that supports small to enterprise business clients. We are a single source provider offering a full suite of UCaaS services to meet our client's communication and technology needs.
AWARD WINNING CULTURE : Great Place To Work 2020-2022 / Best Places To Work 2019-2022 / Fortune Best Places To Work 2020 and 2022.
GENERAL SUMMARY:
Launch a great career with Verve as a Technical Support Supervisor. Our Technical Support Supervisors are responsible for providing exceptional leadership, guidance, and technical expertise to the Technical Support department in order to create an efficient and customer-focused team of technicians that results in ongoing client satisfaction and retention. The Technical Support Supervisor will manage the day-to-day tasks, functions, and responsibilities of the department as well as provide knowledge, expertise, and drive to assist in client escalations and heavy-volume call/ticket queues.
Requirements
ESSENTIAL DUTIES AND RESPONSIBILITIES
Acts with integrity in dealing with clients and co-workers; not afraid to do the right thing; takes responsibility for mistakes and achievements; treats others in a respectful manner.Excellent interpersonal relationship and problem-solving skills.Ensures ticket quantity and quality results are measured providing feedback to the technical staff. Coach Leads, and Technicians accordingly.Set performance objectives that compliment departmental goals by routinely providing feedback to team members on how well they are doing against those objectives by performing monthly 1 on 1's and document in 15FIVE.Monitoring and assisting personnel with process, training, customer escalations and client experience including retention.Administer overall ticket queue to ensure efficient assignment, ongoing work, and resolution of client requests.Performs ticket load forecasting and staffing projections that compliment or meet departmental / team objectives. Track / monitor ticket flow to ensure issues are being addressed in a timely manner.Actively review and update all departmental processes on a regular basis to ensure continuous improvement. Represent department in issues involving client dissatisfaction and escalation.Define and document Technical Support policies, processes and procedures; assist in the implementation and use and training aforementioned policies, processes and procedures.Ensure the Technical Support team maintains a high degree of ownership when interfacing with clients and vendors.Assist in leading team meetings to promote unified team communication and understanding.Maintain work schedule for Support team to ensure proper coverage during business hours as well as on-call rotation to ensure proper coverage after hours. Ability to work on-call and weekend hours as required.Provide highest level knowledge to assist team with completing and escalated client requests and participating in high-volume call and ticket queues.Create and update documentation for departmental procedures and processes.Assist in the hiring of new team members by performing initial screenings, conducting formal interviews, and providing feedback to People & Culture and Management teams.Other duties as assigned by management.KNOWLEDGE, SKILLS & ABILITIES
Work independently with minimal supervision and have the discernment to approach management as needed.Must have Excellent oral and written communication skills.Ability to effectively lead team members and practice situational leadership.Ability to stay organized while managing personally assigned projects as well as team member workload.Demonstrate exceptional leadership, interpersonal communication, and conflict resolution skills with all levels of staff and external clients and vendors.Strong problem solving and adaptive skills with the ability to provide quick recommendations toward resolution.Ability to see and communicate customer perspectives clearly while collaborating with internal departments.Experience in coaching and staff development.Communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed.Perform research, gather facts, and prepare recommendations to resolve complex situations.Knowledge of concepts and best practices related to VoIP services, network connectivity, and call center methodologies.Embraces a growth mindset and comfortable with ambiguity.Must have the ability to multi-task and communicate priorities.Must be highly organized.A positive and flexible attitude working in a collaborative environment.Strong work ethic and ability to thrive in a fast-paced environment.OTHER REQUIREMENTS
Must have current and valid driver's license must be able to provide proof of vehicle insuranceEDUCATION, TRAINING & EXPERIENCE
5 + years of Telecommunications industry experienceMinimum 5 years' experience in an IT related field or 4 years in a telecom or UCaaS role preferredMinimum 2 years' experience leading a client-facing technical support team requiredAdvanced, demonstratable PBX and/or networking knowledge preferredNetworking and telephony experience
or
CCNA certification a plusProficiency in creating and/or augmenting network diagrams, call flows, and ticketing system reports a plusProficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).Familiarity working with ERP's/CRM.The PERKS you'd expect:
15 Days' Vacation & 10 Holidays24 Hours off for Community ServiceMedical, Dental & Vision coverage401k program with matchLong term disabilityLife InsuranceMonthly team building eventsEducation ReimbursementEmployee referral programAnd so much more...
We believe who you are and what you do mattersWe believe in work hard, play hardWe are socially responsibleWe enjoy our snacksWe have Friday lunchWe believe in Rock Star rewards
Salary Description
$71,885-$89,856