Technical Resolution Supervisor (100% Remote)

Summary:

The Technical Resolution Supervisor plays a key role in guiding and developing a team of Technical Resolution Specialists to deliver a world-class customer experience through consistent coaching, training, and hands-on support. The role supports departmental and company goals by ensuring frontline teams respond to customer inquiries within service level agreements (SLAs), adhere to established procedures, and contribute to customer acquisition and retention.

What This Role Does:

Provides weekly team coaching and periodic 1:1 meetings to support the development, performance, and engagement to a team of 12-15 agents.

Oversees the development, implementation, and administration of Technical Resolution Specialist training procedures and policies.

Ensures team compliance with policies, procedures, and regulatory guidelines, including attendance and time off policies.

Develops partnerships with cross-functional teams to improve handoffs, align strategic initiatives, and enhance the customer experience.

Analyzes performance data and Technical Resolution reporting to identify trends and opportunities for improvement.

Uses ITIL-based processes to streamline the intake, triage, categorization, and resolution of incidents and requests.

Completes and maintains consistent professional development through company-provided workshops, training, and development opportunities.

Maintains and updates team records, including tracking databases and attendance logs.

Demonstrates ownership in troubleshooting and resolving technical issues, while identifying root causes and recurring problems.

Creates a strong team culture built on trust and transparency which enables team agility, adaptability, continual learning and knowledge sharing.

Provides backup support to peers and leadership as needed.

Takes an active approach to talent management by onboarding, mentoring, and inspiring a diverse, highly engaged, and skilled team. Continuously strengthens team capability through talent development, succession planning, and recruitment.

Performs other duties as assigned.

What You Will Bring:

A high school diploma or equivalent is required; an associate’s degree or higher education is preferred. Equivalent combinations of education and relevant experience may be considered.

A minimum of three (3) years of experience in customer service or technical support, preferably in a technology-based environment.

A minimum of one (1) year of supervisor or leadership experience within an inbound contact center. This includes accountability for performance, development, and delivery of results aligned with organizational objectives.

Demonstrated ability to coach and develop team members to drive performance and achieve goals.

Respectful and outstanding leadership skills that motivate and inspire colleagues to focus their energy on achieving business goals, fostering a positive and high-performance work environment.

Demonstrated ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.

Strong interpersonal and active listening skills.

Exceptional customer service skills.

Strong problem solving, time management, flexibility, and communication skills.

Self-starter with strong organizational and time management skills, with the ability to work independently, manage multiple priorities within demanding timeframes, and effectively organize and document tasks.

Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.

Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.

Willingness and ability to work flexible schedules, including weekends, to support customer needs.

Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

Experience in professional and business writing.

Strong technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.

Basic telephone technology.

Experience with network monitoring platforms or custom diagnostic tools.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

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 cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.