POSITION SUMMARY:

The Technical Support Supervisor plays a key leadership role within our Technical Support department, helping drive operational excellence and ensure a high-quality support experience for our customers. Based at our Fort Worth office, with occasional travel to our Hudson Oaks office, this individual will lead a team of Technical Support Agents (TSAs), provide frontline support for escalated issues, and drive performance by coaching, mentoring, and ensuring team KPIs are met.
This role also serves as a key backup to the Technical Support Manager, stepping in as needed to maintain continuity and effectiveness in daily operations.

REQUIRED SKILLS AND QUALIFICATIONS:

• Strong leadership, mentoring, and communication skills
• Ability to remain calm and resourceful under pressure
• Advanced computer literacy and strong technical troubleshooting knowledge
• Proven ability to guide and motivate a team in a fast-paced environment
• Familiarity with call center metrics and performance tools

EDUCATION AND EXPERIENCE:

• High school diploma or GED required
• Prior experience supervising or leading within a call center or technical support team is essential
• Telecom or internet service provider experience preferred

PHYSICAL REQUIREMENTS:

• Stationary position for long periods (8–10 hours/day)
• Frequent use of hands/fingers for typing and basic office equipment
• Visual, auditory, and verbal acuity required for communication and computer use
• Ability to sit, stand, and move throughout the office as needed

TRAVEL REQUIREMENTS:

• Occasional travel (up to 15%) may be required, including potential overnight stays

• Serve as a floor leader—monitoring team performance, providing real-time coaching, and identifying agents who need support
• Supervise and support a team of Technical Support Specialists
• Assist in handling escalated customer calls, chats, or emails involving complex internet or VoIP issues
• Collaborate with Technical Support Leadership on initiatives, updates, and best practices
• Mentor team members, delegate tasks, and support development through 1:1s and feedback
• Audit tickets, calls, and customer accounts to ensure quality and policy adherence
• Prepare and analyze reports to improve processes, boost productivity, and enhance customer satisfaction
• Diffuse challenging customer interactions when they escalate beyond the TSA level
• Proactively contribute to projects aimed at improving support operations and customer experiences
• Perform other duties as assigned by management