{"id":2366970,"url":"https://alion.io/job/clearcaptions-technical-resolution-supervisor-100-remote","title":"Technical Resolution Supervisor (100% Remote)","company":{"id":2107958,"name":"ClearCaptions","domain":"clearcaptions.com","url":"https://alion.io/company/clearcaptions","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":123000,"period":"year","method":"global_role_seniority_cell","sample_n":4414},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Slack","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-12T07:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T10:41:08Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Summary:\n\nThe 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.\n\nWhat This Role Does:\nProvides weekly team coaching and periodic 1:1 meetings to support the development, performance, and engagement to a team of 12-15 agents.\nOversees the development, implementation, and administration of Technical Resolution Specialist training procedures and policies.\nEnsures team compliance with policies, procedures, and regulatory guidelines, including attendance and time off policies.\nDevelops partnerships with cross-functional teams to improve handoffs, align strategic initiatives, and enhance the customer experience.\nAnalyzes performance data and Technical Resolution reporting to identify trends and opportunities for improvement.\nUses ITIL-based processes to streamline the intake, triage, categorization, and resolution of incidents and requests.\nCompletes and maintains consistent professional development through company-provided workshops, training, and development opportunities.\nMaintains and updates team records, including tracking databases and attendance logs.\nDemonstrates ownership in troubleshooting and resolving technical issues, while identifying root causes and recurring problems.\nCreates a strong team culture built on trust and transparency which enables team agility, adaptability, continual learning and knowledge sharing.\nProvides backup support to peers and leadership as needed.\nTakes 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.\nPerforms other duties as assigned.\n\nWhat You Will Bring:\nA 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.\nA minimum of three (3) years of experience in customer service or technical support, preferably in a technology-based environment.\nA 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.\nDemonstrated ability to coach and develop team members to drive performance and achieve goals.\nRespectful 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.\nDemonstrated ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment.\nStrong interpersonal and active listening skills.\nExceptional customer service skills.\nStrong problem solving, time management, flexibility, and communication skills.\nSelf-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.\nAbility to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.\nDemonstrated ability to use discretion, make sound decisions, and maintain confidentiality.\nWillingness and ability to work flexible schedules, including weekends, to support customer needs.\nProficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).\nPreferred:\nExperience in professional and business writing.\nStrong technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.\nBasic telephone technology.\nExperience with network monitoring platforms or custom diagnostic tools.\n\nPhysical Demands:\n\nIn 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.\n\nEmployees may experience the following physical demands for extended periods of time:\nSitting, standing, and walking (95-100%)\nKeyboarding (70-90%)\nViewing computer monitor, tablet, and cell phone requiring close vision (70-90%)\n\nWork Environment:\n\n100% Remote: Work environment is at home.","description_format":"text","description_chars":4909,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hearing Care & Audiology"],"lifecycle":[{"event":"open","at":"2026-10-12T16:49:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":172500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:2","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/clearcaptions-technical-resolution-supervisor-100-remote","json_url":"https://alion.io/job/clearcaptions-technical-resolution-supervisor-100-remote.json","meta":{"generated_at":"2026-10-13T12:48:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":2578,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2107958},"rest":"https://alion.io/mcp/rest/get_company?id=2107958"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclearcaptions-technical-resolution-supervisor-100-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclearcaptions-technical-resolution-supervisor-100-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclearcaptions-technical-resolution-supervisor-100-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clearcaptions-technical-resolution-supervisor-100-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclearcaptions-technical-resolution-supervisor-100-remote"}]}