Technical Support Supervisor
Optus Inc. - Jonesboro, AR

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Scope/Purpose of Position:
The primary responsibilities of the Professional Services Supervisor are to supervise the day to day operations of the Professional Services Group (PSG) and interface with all national service teams to best support our customers. This individual will support the PSG team to achieve individual and departmental goals, monitor all PSG queues to ensure phone calls and emails are answered in an effective and efficient manner, and coordinate the collection and maintenance of technical support data. This position will also interface with all national service teams by conducting employee development training, continuously seek and implement process improvements, support strategic national accounts/reseller channels and attempt to resolve end user escalations. In addition, the role will coordinate the efforts of the service group to best support the sales and operations departments to ensure service delivery standards and expectations are met and are exceeded. Responsibilities:
Functional Manage PSG daily schedule to ensure staffing levels are met. Review, amend, and finalize PSG employee timecards biweekly. Review and distribute the PSG Open Service Ticket Report and the Ticket Aging Report daily to ensure work is being completed by the requested due date. Manage PSG and SAT escalations, ensuring complete and timely customer and management communications are delivered. Escalate issues to third party support groups (NTAC, AVST, etc.) as needed.
Observe direct reports to ensure compliance with process, quality, and productivity standards. Attend weekly meetings with Director of Services and Project Management Team to discuss implementation orders and assignment of resources. Create and develop PSG and SAT reports to measure individual and departmental goal obtainment.
Perform root cause analysis and implement corrective action plans associated with negative customer experiences involving the PSG and SAT teams.
Develop and review procedures and work instructions involving the PSG and SAT teams to identify and implement continued process improvements, efficiencies, and quality. Assist with the ongoing development and enhancement of internal systems and external customer facing portals. Provide sales support related to new national multi-site accounts and maintenance contract offerings. Responsible for establishing a service delivery model including subcontractor identification, pricing, technical certification requirements, etc. Assist Sales with service related RFPs to ensure SOW language and subcontracted/direct labor hours are agreed upon and accurate.
  • Assist Director of Service with execution of strategic initiatives. Efficiently prioritize and execute tasks in a high-pressure environment.
Travel to offsite customer locations, as needed.
They will model appropriate behavior in regards to Optus’ Core Values and Code of Ethics Policies and supports Optus’ team approach to Quality.
Other duties or tasks as assigned by management.

Instruct direct reports on job duties and arrange for training to be provided to meet the continued demands of the organization.
Efficiently manage personnel resources to maximize productivity and quality results.
Facilitate team meetings, intervene as necessary to keep the team’s goals and results consistent with company direction and work with the team members to develop their full potential. Hold biweekly meetings to discuss issues, changes, improvements, and strategies that affect the PSG team and/or the company.
Initiate and conduct personnel actions such as discipline, performance evaluations, and training.
Provide direct reports with guidance on handling difficult or complex problems. Drive improvement through suggestion processes, process improvement teams, and root cause analysis.

Direct supervision over --- Professional Services Group

Bachelor's degree (BA/BS) from four-year college or university; and three to five years related experience and/or training; or equivalent combination of education and experience.
Telecom experience preferred.
Extensive experience in Microsoft Word and Excel spreadsheet development required
Strong organizational and administrative skills and a positive, professional attitude
Must be able to multi-task, and handle stressful situations in a professional manner.
Must be able to show strong leadership abilities and a history of leadership in a team-oriented work environment and have a strong desire to be a part of a winning organization that allows for employee growth and development

Occasional travel to offsite customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands and feet together for repetitive, coordinated motions. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.

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