Technical Support Supervisor

Ritter Communications, headquartered in Jonesboro, Arkansas, is the largest privately held telecom provider serving the Mid-South. Recognized as one of Arkansas' Best Places to Work for five years running, we deliver world-class broadband fiber, telecom, video, and data center services.

With rapid growth and millions invested in advanced infrastructure, we now serve 197 communities and over 60,000 customers across six states. At Ritter Communications, our team combines cutting-edge technology with a customer-first mindset - and we're looking for talented individuals who share our passion for excellence and community impact.

General Summary:

The Technical Support Supervisor directs and supervises technical support staff in daily operational functions. This role manages the individual growth paths of employees by providing leadership, coaching and training.

The Technical Support Supervisor ensures customer satisfaction and loyalty by training and directing employees to assist and resolve a wide variety of requests, inquiries and issues. Other responsibilities include performing tasks that help manage customer accounts, promoting services offered by the company, and operational oversight to ensure the team delivers effective technical support to internal teams and external customers.

Essential Job Functions:

• Manages daily activities of helpdesk areas by scheduling and assigning work, determining methods for doing work, checking quality of work, answering questions, handling personnel issues, and monitoring workflow to ensure timely completion of activities;
• Evaluates department staffing needs and recommends new positions and applications as appropriate;
• Manages growth path of individual employees;
• Leads Tech Support team in cross-functional collaboration across the organization;
• Provides periodic metric reporting concerning the team's performance against established objectives;
• Participates in addressing customer escalation requests, including forwarding the escalation to the appropriate parties;
• Provides system support and training;
• Maintains current industry knowledge, evaluates products for the purpose of acquisitions, and evaluates software programs and applications to meet the needs of the organization;
• Attends various meetings with management, departments, and vendors to ensure objectives are met. Participates in interdepartmental planning;
• Trains and updates employees on OSS changes and improvements;
• Develops training programs related to customer service, computer hardware and software as appropriate;
• Interprets and implements tech support objectives and directives;
• Establishes operating procedures, policies, and business strategies to support objectives;
• Establishes and implements customer service policies to ensure quality customer service and subscriber satisfaction;
• Performs all other related duties as assigned;
• Travels to customer sites, project areas, business related events, and other Company locations as required.

Knowledge, Skills, and Abilities:

• Knowledge of web technologies, technical languages, browsers, search procedures, search engines, platforms, and applications;
• Knowledge of company policies and procedures;
• Knowledge of current Microsoft Windows operating systems, common desktop applications, mobile device platforms, networking concepts, and customer-premise equipment.
• Knowledge of ethernet and DHCP and understanding how it works;
• Knowledge of database software applications; billing systems, and applications;
• Knowledge of company products and services;
• Demonstrates effective written and verbal communication skills, including proper grammar, clear enunciation, and the ability to follow instructions;
• Proficient with Microsoft Office suite;
• Proficient in managing staff schedules across extended support hours to meet service level and productivity needs.
• Skill in operating various office equipment such as personal computers, telephone systems, copiers, and fax machines;
• Skill in operating office technology, contact center systems, customer management platforms, troubleshooting tools, and standard business applications;
• Skills in problem-solving and resolution;
• Skills in conflict resolution;
• Skill in interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation;
• Ability to make sound decisions using information at hand;
• Ability to create a team environment and sustain employee morale;
• Ability to demonstrate skills in leadership and general management;
• Ability to maintain a positive and professional demeanor when dealing with difficult situations;
• Ability to work with frequent interruptions;
• Ability to organize and prioritize multiple work assignments;
• Ability to regularly work flexible schedules, including overtime, nights, weekends, and holidays;
• Ability to pay close attention to detail;
• Ability to read and interpret technical documents;
• Ability to travel for business requirements; must possess a valid Driver's License with a satisfactory driving record.
  
  

Education and Experience:

Associate degree in Computer Technology or a related field or equivalent combination of education and experience required.

IT Fundamentals or equivalent knowledge and experience preferred.

Three to five years of experience in Technical Support and computer repair preferred.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!