Love Your Mondays again! Tech Support Manager As a Business Tech Support Manager, you will be responsible for leading and supporting our team of Business Tech Support representatives and Business Tech Support leadership team - a team that works within a call-center environment supporting our business customers who call in needing technical assistance with their Metronet services. This role is ultimately responsible for not only the day-to-day operations of our Business Tech Support team but also responsible for meeting budgeted goals, ensuring collaboration with other internal teams, providing escalation assistance, individual associate career development, and achievement of department goals. Additionally, this role has a responsibility for ensuring that the team is delivering an exemplary level of customer service to our commercial customers. ESSENTIAL JOB FUNCTIONS: * 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. * Resolve customer complaints and follow up on chronic and unresolved customer issues. * Communicate and reinforce performance expectations and policies for Tech Support Agents. * Aid and communicate with other departments and escalation points relevant to the troubleshooting and resolution of customer issues. * Provide feedback and coaching for Tech Support Agents. * Assist with capacity planning and scheduling for Tech Support Agents. * Help establish and maintain a standard for customer interactions and troubleshooting processes. * Assist with troubleshooting and resolving customer issues. * Participate in the selection, hiring, and career development of Tech Support Agents * Communicate and assist in troubleshooting issues with software and systems necessary for Tech Support Agents. * Lead team meetings and provide direction to the department. * Frequently review and identify areas of continuous improvement and encourage the BTS to provide the same. * Set an example of elevated commitment to customer satisfaction for internal and external customers and finding a suitable solution. * Uphold the pillars of Metronet as an example for the BTS associates and peers. * All other duties as assigned. JOB QUALIFICATIONS AND REQUIREMENTS: * High School Diploma or GED; bachelor's degree or equivalent relevant experience preferred. * Documented 5 years' experience in a leadership position at a call center or technical environment. * 2 years previous experience as Senior Analyst preferred. * Proven experience leading Virtual and remote teams * Must be legally authorized to work in the U.S. ADDITIONAL JOB REQUIREMENTS: * Excellent verbal and written communication * Working knowledge of Microsoft365 specifically Microsoft Word, Outlook, Excel and PowerPoint. * Experience in service specific troubleshooting methods * Demonstrated ability in strong analytical and logical problem-solving skills. * Available to travel for training or as needed. What we offer An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly! Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran Join us and find out what it means to love your career! At Metronet, we are the nation's largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states. We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development. Pay Range - $65 - $70k/yr. #LI-AF1