Technical Support Supervisor

About the Role

We are seeking an experienced Technical Support Supervisor to lead a technical support team handling Voice over IP (VoIP) systems. This role is responsible for ensuring timely, high-quality customer support while managing team performance, driving operational efficiency, and serving as the escalation point for complex technical issues. You will work closely with cross-functional teams to maintain service reliability and continuously improve support processes.

Key Responsibilities

• Supervise and coach a team of technical support specialists, including performance reviews and ongoing feedback.
• Act as the primary escalation point for complex VoIP, network, and call quality issues.
• Oversee ticket triaging, assignment, and escalation to ensure efficient workflow and minimal backlogs.
• Monitor key performance metrics such as AHT, resolution time, escalation rates, and CSAT.
• Collaborate with trainers...