Residential Tech Support Manager

Description Metronet has an immediate opening for an energetic Residential Tech Support Manager in Evansville, IN! At Metronet, our culture is at the heart of everything we do. This is seen in the way we serve our customers, interact with each other, and take care of our company. As one of the fastest growing 100% Fiber-Optic technology companies, we pride ourselves on having an outstanding... company culture and work environment. We value work-life harmony and your ability to manage your workload! We're looking for motivated, self-starters to join our team and help us build upon our culture! Why Metronet? We believe that work/life harmony should be easy to achieve. We offer a variety of resources and support needed to bring your full self to work and stay present and committed to the people who matter most - your family. Total Rewards: 80% of Medical premiums paid for by the company Company-paid Disability and Life insurance EAP (Employee Assistance Program) 401(k) company match dollar for dollar up to 6% Equipment and resources provided on day one Opportunities for advancement Professional development programs Associate perks and discounts Discounted MetroNet service in our serviceable area And more! Job Summary: The successful Residential Tech Support Manager will lead a team working in a call-center environment to support Residential customers with their Internet, Video, Phone, HPBX, and Managed Wi-Fi services. This position calls on knowledge of telecommunications and technology. This person will lead a team that responds to technical support requests and performs initial problem identification and analysis of ONTs, Routers, network switches, and STB/DVRs. The team will also capture detailed problem analysis and resolution plans in the customer database. What you will be doing: Participate in the selection, hiring, and career development of Tech Support Agents. Assist with capacity planning and scheduling for Tech Support Agents. Resolve customer complaints and follow up on chronic and unresolved customer issues. Provide feedback and coaching for Tech Support Agents. Help establish and maintain a standard for customer interactions and troubleshooting processes. Manage both the productivity and quality of work down to the individual associate level. Assure that all Tech Support Agents exhibit a customer friendly attitude promoting MetroNet's commitment to serve with passion and deliver an excellent customer experience. Communicate and reinforce performance expectations and policies for Tech Support Agents. Provide assistance to and communication with other departments and escalation points relevant to the troubleshooting and resolution of customer issues. Assist with troubleshooting and resolving customer issues. Communicate and assist in troubleshooting issues with software and systems necessary for Tech Support Agents. Lead team meetings and provide direction to the department. Promote and maintain a culture of continuous improvement. Elevate and sustain associate morale in the Tech Support Department. Set an example of fierce commitment to customer satisfaction. Represent MetroNet professionally and ethically to both internal and external customers. What You Need for This Position: High School Diploma or GED; bachelor's degree preferred. Leadership experience in a call center or technical environment Excellent verbal and written communication Ability to utilize Microsoft Word, Excel and PowerPoint. Experience in Service Specific Troubleshooting Methods Responsible, Self-Motivated, Organized, and a Quick Learner Analytical/Logical Problem-Solving Skills Patient - The Ability to Guide and Teach via the Phone Adaptability to Change - Comfortable in a Rapidly Evolving Environment Salary Range: $100K -- $150K Minimum Qualification Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications