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
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