Posting NC54573369
Customer Service
The Technical Support Supervisor provides leadership and training support to the BCDV/DV Technical Support staff in addition to the current support model, which provides technical assistance/troubleshooting to inbound telephone inquiries, manage and perform Digital Voice provisioning and day of installation support/troubleshoot high speed Internet issues for Comcast Business Services customers.
Represent Comcast in a professional manner at all times.
• Oversee, coordinate and manage activities of assigned BCDV Technical Support staff including but not limited to attendance, performance & development.
• Perform Quality Assurance Evaluations.
• Administer employee performance evaluations (Semi Annually)
• Participate and partner with team leadership in all staffing activities.
• Assist with and/or develop communication for internal or external audiences
• Identify training needs for the team and assist in the associated planning activities.
• Act as a mentor within the technical team environment.
• Maintain adequate support coverage for organization.
• Responsible for resolving customer technical issues and outages utilizing all available support resources.
• Assist in technical development and testing of new services and server applications.
• Assist with and/or develop process improvement for service delivery and support.
• Ability to work mandatory overtime.
• Perform other duties as assigned.
• Punctual, regular, and consistent attendance.
Required Skills:
Related Bachelors Degree or equivalent work experience.
• 3 - 5 years experience in customer facing technical support or customer service capacity.
• 2 - 3 years supervisory experience; preferably in a Telephony or Data networking support environment
• 2 - 3 years call center supervisory experience preferred
• Ability to provide leadership, motivation, and direction to a team of staff.
• Excellent communication and interpersonal skills.
• Experience with BCDV applications, systems and technologies preferred.
• Experience with telephony soft switch protocol, eMTA device knowledge and usage preferred.
• Experience with Internet mail servers, configuring DNS and Proxy servers and Ethernet network (10/100 BaseT, Hubs, Switches) required
• Good foundation/experience in the following areas:
o Connectivity Troubleshooting
Network: ACL, DHCP, RF
o Equipment: Modem, Router or combination device (Stability of Equipment as well as Configuration)
o LAN Issues: Ability to identify customer LAN issues
o Email Troubleshooting
o Client configuration
o Domain issues
o DNS problems
• Proficient in all Microsoft Office Applications.
Candidates Must apply via our web site.
|
