Technical Assistance Center Manager

Company: Mercury Broadband
Location: Topeka
Posted on: May 14, 2022

Job Description:

Organization: Mercury Broadband is a leading provider of high-speed Internet and digital phone service. The Company was founded in Topeka, KS, after recognizing a need for Broadband Internet access in rural America. A hybrid approach to serving these "last-mile" customers was developed by extending high capacity fiberoptic networks with the range, reliability, and flexibility of carrier-class wireless technologies. Today Mercury Broadband's rapidly expanding network is headquartered in Kansas City and provides Internet access to communities throughout five states across the Midwest.



Position Summary: Mercury Broadband is looking for a skilled Technical Assistance Center manager to join its rapidly growing company and lead our technical team in providing exceptional and timely service. The ideal candidate should possess a proven track record of leadership in a technical environment, exceptional communication, and interpersonal skills, and possess an understanding of hiring, training, coaching, and developing a successful team. Mercury Broadband combines the excitement of a dynamic and highly collaborative work environment with the opportunity for advancement as one of the fastest growing telecommunications companies in the Midwest. Through service, trust, excellence, passion, and persistence, our vision is an unlimited broadband Internet connection to every community and in every home throughout the Midwest.



Location: Topeka, Kansas

Position Type: Full-Time

Compensation: Competitive Pay and Benefits

Benefits: Bi-weekly pay; annual performance bonuses; Health, Vision, Basic Dental & Life Insurance, STD, LTD, 401k, Paid Time Off, Paid Training

Key Responsibilities:

• Overall management of the Technical Assistance Center (TAC) including procuring supplies, equipment, effective resource planning, and the development and application of team strategies to further the objectives of the TAC.
• Communicate company goals to TAC team
• Coordinate product knowledge and training with vendors to assist team prior to introduction of new products.
• Upgrade, Provision, Manage, & Monitor Customer Equipment including Residential Gateways, Business Gateways, VoIP & SIP Devices, LTE Equipment, and FTTH Equipment, with TR069, CWMP SNMP, and any other equipment necessary to service customers.
• Coordinate deliverables on technical projects to meet deadlines
• Assist in development of new products from technical aspect with sales team by designing workflows and conducting testing in the lab before field implementation
• Manage a team of Technical Assistance Center team leads and associates.
• Coordinate with Human Resources to hire, on-board, train, and retain new team members as required to meet department goals
• Ensure that all team members follow the Company's best practices for management and operations
• Facilitate response and resolution to high value customer issues
• Handle complex customer requests and coordinate between employees and departments to gather information and resolve issues
• Organize shifts and manage team schedules to meet coverage needs
• Oversee and ensure customer satisfaction
• Prepare reports and present information to management regarding progression towards department goals and department performance
• Monitor and review team performance and provide coaching, assistance, and training on an ongoing basis to ensure a high function customer-focused team. Skills and Requirements:
  • Ability to work extended time as necessary to meet quotas, guide team, and assist other departments
  • Advanced conflict resolution skills
  • Customer Centric attitude and professional appearance and demeanor.
  • Excellent written and verbal communication, interpersonal, and leadership skills
  • Proficiency with Microsoft Excel & Other MS Office Software, CRM platforms,
  • Understanding of networking principals
  • Understanding of common household operating systems and peripherals
  • Self-Motivated with desire to deliver exceptional and timely customer service Education and Experience Requirements:
    • 5+ years' management experience
    • 5+ years' experience in Networking or IT field, with telecommunications experience preferred
    • The ideal candidate will have a background in multiple technical aspects including VoIP, FTTH, LTE, and Wi-Fi network Operations Preferred Education:
      • Bachelor's degree in Computer Science, Business Administration or other relevant fields preferred. Will accept equivalent industry experience in lieu of degree. Physical Demands:
        • The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        • Work involves moving around the office, ability to operate office equipment, talking, hearing, using hands to handle, feel, or operate objects, tools, or controls, and reaching with hands and arms. Mercury Broadband is committed to a diverse and inclusive workplace. Mercury is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact the Human Resources Department.
          
          
          
          PI175860899

Keywords: Mercury Broadband, Topeka , Technical Assistance Center Manager, IT / Software / Systems , Topeka, Kansas