Supervisor, Tier 1 Technical Support

AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access. 

 

AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal,"  "Best in Show," and "Top Channel Program." 

 

AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates

RESPONSIBILITIES INCLUDE: 

• Lead and coach a team of 5 Tier 1 Telecom Technicians
• Prepare, analyze, and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKR’s)
• Inbound/outbound technical call handling on ACD
• Create, document, and review internal trouble tickets and carrier tickets
• Identify areas where corrective action is needed and take action as required
• Accurately and clearly document tickets via our internal ticketing system
• Work with customers via email, chat, and phone to resolve technical telecom related issues
• Handle customer and internal escalations effectively
• Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team
• Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team
• Manage and prioritize the team’s ticket and work load in order to meet target resolution times
• Provide a professional and courteous customer service experience
• Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected
• Place follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships. 
• Troubleshoot source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution
• Provide technical support to internal team and external customers. 
• Oral and verbal skills required to interact with all levels of management up to and including the CEO
• Work well with other departments to help create synergies and convey a strong sense of teamwork

 

• Position requires a minimum of four (4) years previous job-related experience.  
• 2+ years experience supervising or leading a technical team of 4 members or more
• 4+ years providing excellent customer service and repair technician skills within a technical organization 
• 4+ years of experience researching and troubleshooting Telecom repair issues within a timely manner 
• Self starter
• Strong interpersonal skills with excellent verbal and written communications skills
• Analytically and logically minded
• Basic Understanding of call center metrics including ASA, ATT, MTTR’s, and other measurable objectives
• Working knowledge of LAN/WAN, Data, Internet, Voice, Video and VoIP technologies
• Working knowledge of TCP/IP protocols
• Working knowledge of VoIP/SIP/MPLS
• Familiarity with CPE such as Cisco/Adtran/Juniper
• Basic understanding of the OSI Model Layer with focus on Layer 1 and 2
• Understanding of Originating and Terminating Call Flows
• Advanced troubleshooting skills 
• Prior experience with TDM circuits, legacy ILEC and CLEC networks a plus
• Leadership abilities 
• Must be able to do shift work on nights and weekends 24x7x365
• Excellent attention to detail and note taking
• Ability to communicate clearly, effectively, and professionally
• Familiar with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
• Any Cisco or Adtran Network Certifications are a plus
• LAN/WAN, router, and firewall technologies a plus
• CODECS (G711, G729) a plus