Verizon Technical Support Supervisor in San Diego, California
What you’ll be doing...
Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.
The Technical Support Supervisor is responsible for planning, organizing, and administering the Level 1 support team and program. Directs and provides leadership to achieve and maintain a vital and vibrant technical support experience. Under minimal supervision, this position ensures that the highest level of client satisfaction is achieved through prompt resolution of client issues, accurate and timely technical service is delivered, and staff product and industry knowledge is continually improved. As a leader of the team within the support organization, this individual is expected to identify and drive opportunities for improvements in products, processes and training in order to achieve better customer support and greater support efficiency. The ideal candidate will thrive in a dynamic, fast-paced environment and be prepared to grow with the organization through a dramatic growth phase. The Technical Support Supervisor is a key member of the services organization management team and will report to the Director of Technical Support. This position is based in San Diego, CA.
Monitor and assign work to Support Representatives; train staff, explain tasks and assist in problem resolution.
Motivate a team of Support Representatives through performance coaching, career planning and setting objectives.
Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement.
Appropriately advocate for customers and help define ways to continually add value to the customer experience.
Followup with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Report operational achievements and progress on a regular basis including statistical analysis and improvement of action plans.
Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth.
What we’re looking for...
BS or BA required.
Prior recent supervisory experience.
Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively.
Be a self-starter, able to work independently as well as part of a team, and have a proven track record of notable accomplishments.
Capable of managing difficult or emotional customer situations and building rapport.
Ability to understand and escalate issues efficiently and appropriately.
Prioritize effectively within tight schedules and a fast pace environment
Enthusiasm and positive attitude in context to the role.
Software as a Service support experience a plus, but not required.
Experience with support center or call center function related to a software company is highly desirable.
Keywords: Telematics,Telogis.Fleetmatics, Verizon Connect
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.