Support Supervisor

Published Date: 2023-07-09
Application Deadine: 2023-07-14

Number of Vacancy(ies): 1
Qualification: Bachelors in IT or Engineering
Experience: Experience as a supervisor in ISP or any area of IT.
Contract of Employment: Full-time
Job Location: Jawalakhel- Head Office

Skills and Knowledge:
  • Proven experience of network support and team management.
  • Able to build effective working relationships with a variety of people at all levels
  • Conflict resolution skills
  • Tactful and diplomatic
  • Must promote a collaborative environment within and across support teams.
  • Customer focused
  • Must be effective with oral and written communication and be able to present technical concepts in an informative way to staff.
  • Active Communicator
  • Enthusiastic and Problem Solver
  • Ability to work as part of a team to achieve individual and team results
Job Duties & Responsibilities:
  • Monitor team to ensure adherence to service level standards and company/department policies and procedures.
  • Measure agents’ performance with KPIs
  • Keep track of employee attendance, and make sure work procedures are complied with organization policy.
  • Assist in hiring and onboarding new employees.
  • Prepare weekly and monthly performance reports.
  • Remain available at all times for agents’ questions and concerns.
  • Handle calls from customers who wish to speak to a supervisor for whatever reason.
  • Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
  • Review all call reports.
  • Maintain agent’s attendance records.
  • Meet with HOD to report the progress and current issues
  • Provide helpful feedback and positive communication to motivate all the agents.
  • Run regular meetings with all the agents
  • Keep up with industry news.
  • Communicate any company policy and procedure changes to the agents.
  • Ensure adherence to the company’s policies and procedures
  • Keep senior management informed about recurring issues or problems
  • Good understanding of new technologies, product and implementing processes into the company
  • Troubleshoot application issues working with various technology partners and vendors.
  • Report, open & close incident of the incidents occurring.
  • Make proper documentation of all the occurring incidents.
  • Stand as a mediator and central source of information flow of problems of customer and network
  • Manage and maintain the monitoring tools for its smooth operation
  • Make decisions quickly, often with limited information
  • Ensure ongoing training for support agents; advise support agents on career planning; maintain and analyze training records
  • Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
  • Determine root cause of issues and communicate appropriately to internal and external customers