Supervisor, Business Class Tech Support Job
Time Warner Cable - Columbus, OH

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Posting Job Title: Supervisor, Business Class Tech Support
Requisition #: 144462BR
Posting Location: Columbus, OH, US
Area of Interest: Administrative/Clerical
Position Type: Full Time

Posting Job Description


Supervise the activities of Technical Support Representatives. Responsible for employee development, performance management, disciplinary action and continued education of employees.

Essential Job Functions:

- Supervises, hires, trains, schedules, motivates, evaluates and disciplines Technical Support Agent.

- Knowledge and practice of supervisory skills, to include company policy and procedures.

- Ability to communicate both verbally and in writing, policies, procedures, and practices.

- Ability to motivate employees using coaching skills.

- Monitoring and Supervision of Technical Support to ensure that all department goals are met.

- Assure that quality customer relations are provided over the phone in a professional manner in accordance with company policy and procedures.

- Maintain budgeted department headcount while supporting EEO/AA goals. Manage to labor costs while meeting organizational needs.

- Analyze productivity and provide management with recommendations to ensure quality.

- Oversee Department payroll for accuracy and approval.

- Work with management to maintain staff meetings.

- Must have flexible work hours and be available as required by business operations to accommodate customer service needs.

- Implements strategic plans within Technical Support.

- Provides recommendations for planning and improvement of efficient and effective operation of Technical Support team.

- Utilizes working knowledge of system operations.

- Ability to analyze current system operations and provide recommendations for improvement of performance based on divisional and system goals.

- Ability to communicate, both verbally and in writing, to both management and customer service personnel, regarding the efficient and effective day-to-day operation of the system, including but not limited to problems encountered and goals achieved.

- Ability to communicate and coordinate with other departments to implement plans and achieve goals.

- Attend trainings and meetings as necessary.

- Support all department and company goals and objectives.

Customer Relations

- Assist leads and management with customer escalations and PUCO/FCC complaints.

- Respond to customer concerns, complaints or inquires through effective communication skills.

- Able to use knowledge of various aspects of HSD and Digital Phone process to coordinate and solve problems.

Reporting and documentation

- Implement and coordinate all training and new process documentation.

- Use computer to generate data and documents including weekly tracking reports relating to the digital phone process as necessary.

- Perform other duties as assigned


Education & Experience:

- Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

- More than 1 year Leadership experience required.

Communication Skill level:

- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

- Ability to speak effectively before groups of customers or employees of organization.

Reasoning ability:

- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory / Managerial Responsibilities:

- Plans, staffs, evaluates and directs work of employees of a work unit.

Certifications, Licenses, Registrations:

- A+, Net+, MCP Certifications Preferred but not required.

Preferred Qualifications:

- Telecomunications: provisioning

- Troubleshooting and repair

- Data Networking or Data Security preferred.

Materials and Equipment used:

- PC, copier, fax machine, basic office equipment.


- Less than 5% travel required as necessary.

FCC Unit_TWC: 0534
Controlling Establishment ID: 00731 - Columbus Dublin Rd

Time Warner Cable - 2 years ago - save job
About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...