Nelnet

ALLO Lincoln- Technical Support Supervisor

US-NE-Lincoln
2 weeks ago
Job ID
2017-5446
# of Openings
1
Category
Supervisor

Overview

Responsible for the management of technical support specialists, team leads and trainers. Supervises the daily operations of the team in the implementation of daily responsibilities as well as administrative and operational procedures.  Reviews work performance of subordinates to determine compliance with division policies, procedures, rules, regulations, and guidelines.  Ensures operational plans are aligned with business objectives.  Maintain company core values through leadership and development of the team members.

Responsibilities

  1. Reviews work performance of subordinates to determine compliance with division policies, procedures, rules, regulations, and guidelines.
  2. Work with Technical Support Specialist Manager to evaluate subordinate employee performance through regular and annual performance reviews, institutes remedial action when necessary, and recommends incremental salary increases as appropriate.
  3. Monitors staffing needs, areas of improvement and maintains sufficient staffing by routinely reviewing staffing needs and resources daily. Assists the Technical Support Specialist Manager in the hiring process for telecommunications and staff.
  4. Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information; communicates context for business decisions; recognizes accomplishments; fosters teamwork and collaboration.
  5. Serves as customer interfacing escalation point.  Investigate customer's problems and find solutions.  Communicate with customers via phone, email, or letter.  
  6. Provide a collaborative environment with Customer Service Representative Team members an Installation Tech members to achieve exceptional customer service.
  7. Keep Technical Support Specialists abreast of new company products and services.
  8. Analyze data and statistics in relation to call volume, call feedback, call resolution, etc.
  9. Participates in internal meetings.
  10. Other duties as assigned.

Qualifications

EDUCATION:

  • Education Qualifications: Bachelor's Degree or 2 years of relevant job experience. Industry knowledge preferred.

EXPERIENCE:

  • Minimum of 1 year experience in supervisor position-ALLO experience preferred.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Keen aptitude for helping customers and a customer service focus.
  2. Enthusiastic and personable, with the ability to adapt and thrive in constant change.
  3. Strong computer skills and ability to navigate through multiple screens.
  4. LAN/WAN expertise
  5. PC and networking experience
  6. Solid problem solving skills with proficient attention to detail
  7. Knowledge of internet, networking and email protocols
  8. Strong analytical skills and ability to convey that information succinctly and clearly
  9. Strong interpersonal, teamwork, conflict resolution and negotiation skills
  10. Strong time management, organizational, and prioritization capabilities
  11. Excellent oral and written communications skills internally and customer-facing
  12. Well-versed in communicating at both the technician as well as executive levels
  13. Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
  14. Excellent leadership abilities and interpersonal skills with employees, customers and external parties and the ability to develop and drive a team-oriented operational culture.
  15. Ability to challenge the status quo with a focus on continuous improvement
  16. Experienced in Microsoft Office

EEO Statement

ALLO, a Nelnet Company is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at ALLO, a Nelnet Company may request such accommodations by contacting Talent Acquisition & Recruiting.

ALLO, A Nelnet Company is a Drug Free and Tobacco Free Workplace.

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