Supervisor, Advanced Technical Support Job - Full-time

Posting Job Title:Supervisor, Advanced Technical Support
Requisition #: 155077BR
Posting Location: Irving, TX, US
Area of Interest:Engineering/Technical Operations
Position Type: Full Time

Posting Job Description

SUMMARY

Supervise Advanced Technical Support ensuring compliance with all company, state and federal standards. Assist management in supervising daily Advanced Technical Support team and established quality and productivity goals. To provide information and assistance to customers and field techs regarding technical services, plant status and field activity.

ESSENTIAL FUNCTIONS:

- Supervises the daily activities of the department.

- Acts as a point of escalation for field technicians as needed and is accessible to customers to receive complaints, answer questions, and assist them with their requests.

- Perform additional supervisory responsibilities such as conducting performance evaluations, ensuring staffing levels, scheduling, and telephone monitoring.

- Ensure compliance with all company policies, procedures, standards, and goals.

- Assist team members in understanding and complying with performance standards, policies, procedures and other requirements. Provide input to superiors on policies, procedures, problems and development of team members.

- Provides regular support, training and feedback to staff on their performance. Prepares and administers performance evaluations, performance improvements and/or corrective action.

- Support, train, coach and counsel staff. Assess training needs and coordinate training for staff.

- Keep staff well informed through regular meetings and dissemination of written materials.

- Interview and assist with the selection of new hires.

- Ensures all RF outages, products and features impacting incidents and degradation of service are immediately addressed by team and escalated to TOC.

- Schedules and organizes personnel to accommodate anticipated work flow.

- Keeps staff well informed through regular meetings and dissemination of written materials.

- Plans, approves, and implements programs for the timely development and progression of team members.

- Prepares administrative and statistical reports as required.

- Performs other related duties and responsibilities as assigned and/or required.

QUALIFICATIONS

- Two years previous supervisory experience or equivalent preferred.

- 4 year degree preferred, NCTI, Computer Technology Industry Association or Microsoft Certifications preferred.

- Strong organizational, time management, problem solving, administrative, leadership and customer relations ' skills.

- Two years ' experience in computer/network customer service and support preferred. Familiarity with call center operations and systems a plus. Must have good time management and organizational skills for a multi-tasked, fast paced work environment.

- Technical understanding of network hardware, software and applications; working knowledge of local area networks (LAN), Internet Protocols (IP), Windows (2000, XP and 7) and MAC (system 10 or later) operating systems; extensive knowledge of CSG and Remedy software programs. Proficient in various software applications such as Windows, Excel, Outlook and Word. Basic mathematical aptitude and statistical analysis skills.

- Ability to follow schematics, diagrams or flow charts and the ability to interpret technical instructions, analyze various PC systems to define and resolve performance issues required.

- Must have demonstrated ability to project a positive, professional company image and proven ability to promote positive customer relations and working relationships on a consistent basis; good attendance record and proven ability to provide a positive role model for the department.

- Must possess strong organizational and motivational skills including the ability to prioritize work; possess excellent written, verbal and interpersonal communication skills including the ability to interact with all levels of management, staff and the public; possess excellent customer service and presentation skills, strong leadership qualities and initiative; possess strong analytical skills, ability to create reports and track data. The ability to work effectively across organizational boundaries as needed to resolve complex issues.

- Strong follow-through skills, attention to detail and ability to produce work with a high degree of accuracy required; must be detail and deadline oriented.

- Available to work flexible hours including evenings and weekends preferred.

FCC Unit_TWC: 11551
Controlling Establishment ID: 00508 - Irving West Royal Ln

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Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status