Job Description

WHY JOIN US?

Build your career with Ezee Fiber, proudly recognized by PCMag as the Best Overall ISP in the U.S. for 2026.

At Ezee Fiber, you'll do more than build a career, you'll help shape the future of connectivity. Every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. Whether in the field, in the office, or behind the scenes, you'll be part of a collaborative team that values innovation, professional growth, and making a meaningful impact in the communities we serve.

OUR VALUES

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration, we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

JOB SUMMARY

The Technical Support Supervisor is responsible for overseeing the daily operations of the technical support team within the call center. This role ensures high-quality customer service, timely issue resolution, and adherence to performance standards. The Supervisor provides coaching, technical guidance, and performance management to support representatives while driving operational efficiency and continuous improvement. The ideal candidate is a strong leader with solid technical knowledge and the ability to motivate a team in a fast-paced, metrics-driven environment.

ESSENTIAL FUNCTIONS

• Analyze contact center performance data to identify trends, opportunities, and areas for improvement.
• Prepare and present regular performance reports to management, highlighting key metrics, achievements, and areas needing attention. Foster a culture of continuous learning and development within the teams.
• Stay updated on industry best practices and emerging trends in contact center management, incorporating relevant knowledge into training initiatives.
• Advocate for customer-centric initiatives within the organization, ensuring that customer needs and preferences are considered in decision-making processes.
• Use customer feedback and insights to drive continuous improvement initiatives aimed at enhancing the overall customer experience.
• Regularly review and update customer service policies and procedures to ensure they align with evolving customer expectations and industry best practices.
• Foster a culture of customer-centricity within the organization, encouraging all employees to prioritize customer satisfaction in their daily activities.
• Measure the impact of customer experience enhancement efforts through key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates, adjusting strategies as needed to achieve desired outcomes.

SUPERVISORY RESPONSIBILITIES

• Supervise and mentor a team of TSRs, providing guidance, support, and professional development opportunities.
• Monitor team performance, conduct regular evaluations, and provide constructive feedback to ensure high standards of customer service.
• Deliver training for new and existing TSRs to enhance their technical skills and customer service capabilities.
• Address escalated customer issues promptly and effectively, ensuring timely resolution and maintaining customer satisfaction.
• Oversee daily operations, manage schedules, and allocate resources to ensure efficient handling of customer inquiries and support tickets.
• Implement quality assurance coaching’s to ensure consistent service delivery and adherence to company standards
• Collaborate closely with department managers and team leaders to identify training needs and tailor programs accordingly.
• Effectively communicate training schedules and requirements to team members and stakeholders including Network Engineering, NOC, Field Service Operations and Outside Plant.

QUALIFICATIONS

Education and Experience Requirements: Bachelor's degree in a relevant technical field (preferred).

• 5+ years of experience in technical support or a supervisory role within the telecommunications industry.
• Strong understanding of FTTH technology and its application.

Knowledge, Skills & Abilities

• Strong leadership and team-building abilities.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Proficiency in documentation, reporting, and quality assurance processes.
• Effective communication and collaboration abilities.
• Proficiency in the Microsoft suite of products.
• Excellent communication, coaching, and leadership skills.
• Highly organized and detail-oriented, with strong analytical and problem-solving abilities.

PHYSICAL, FIELD, OR ENVIRONMENTAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant portion of the workday. The associate must frequently access, input, and retrieve information from computers and other office productivity devices. The associate may occasionally move about the office and attend meetings or events as needed.

TOTAL REWARDS

• Competitive compensation package• Comprehensive medical, dental, and vision benefits• Employee Assistance Program (EAP)• Paid Parental Leave• 401(k) with company match• Paid time off and other generous benefit programs• Tuition reimbursement

Applicants must be legally authorized to work in the United States and must not require current or future employment visa sponsorship.