Technical Support Lead

Company summary:

Speakeasy, the nation?s largest independent broadband services company, is focused on meeting the voice and data communication needs of discerning businesses, professionals and those who depend on the Internet for higher productivity in life. Speakeasy manages its own private fiber-optic national network, ensuring fast connections, low latency, and an unparalleled degree of security protection from the public Internet. Speakeasy?s full range of products -- from OneLink to VoIP to business bandwidth solutions -- offer features and benefits other providers can?t match.  Speakeasy's broadband services are available in most metropolitan areas within the 48 contiguous United States.

 

Position Summary:

As the Business Support Lead, you will be responsible for developing and managing a small team of highly skilled support representatives. You will play an instrumental role in motivating your team to provide excellent customer service to all Speakeasy?s business customers. You will be expected to provide superior customer service through complete ownership of the support experience.

 

Your responsibilities include but are not limited to:Managing the Business Support queue, and providing scheduling recommendationsMonitoring and coaching Business Support Representative performance, including qualitative and quantitative metricsProviding necessary training to assure a high level of technical aptitude by all team membersHandling escalated business customer issues Providing daily updates to management with team metrics, problem areas, planned improvements, goals and achievementsParticipating in interdepartmental projects, including representation of team efforts and needsProviding assistance as needed for business support calls and trouble ticketsUtilizing ticket count report to provide real time and trended gap and issue analysis

 

This position requires the following skills and experience:Previous call center experience, with 1 or more years of advanced support experienceA high level of technical understanding of our industry, and of all company processes and proceduresUnderstanding of TCP/IP; config/troubleshooting of Mac, Win9x, NT, 2K, UNIX/Linux in a network environment; understanding of xDSL/T1 technologyUnderstanding of all products and the customer?s experiences with those productsMastery of all DBM skills and functions Excellent written and oral communication skillsStrong interpersonal & leadership skills with ability to motivate othersAbility to prioritize multiple projects and meet established deadlinesAbility to effectively deal with the expectations of a very high-volume call centerStrong ability to resolve difficult or escalated customer situations

 

Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; stock options; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy?s continued success.