Job Description
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
- Versatile people who thrive on variety and challenge
- Excited about working in a fast-paced environment.
- Innate problem solvers who want to grow in a flexible, collaborative culture.
- Takes initiative, pushes boundaries, motivated to innovate.
- Individuals with a growth mindset who want to use their learning and relationship-building skills.
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.
Position Summary:
The Technical Resolution Supervisor plays a key role in guiding and developing a team of Technical Resolution Specialists to deliver world-class customer experience. This is achieved through consistent coaching, training, and hands-on support. The role directly supports both departmental and company goals by ensuring frontline teams respond to customer inquiries within service level agreements (SLAs), adhere to established procedures, and contribute to winning and retaining customers
This is a Remote/Work from Home position reporting to the Sr. Customer Experience Manager.
What you will do:
- Provide weekly team coaching and periodic 1:1 meeting to support employee development, performance, and engagement to a team of 12-15 agents.
- Oversee the development, implementation, and administration of Technical Resolution Specialist training procedures and policies.
- Ensure team compliance with policies, procedures, and regulatory guidelines, including attendance and time off policies.
- Develop partnerships with cross-functional teams to improve handoffs, align on strategic initiatives, and enhance the customer experience.
- Analyze performance data and Technical Resolution reporting to identify trends and opportunities for improvement.
- Use ITIL-based processes to streamline the intake, triage, categorization, and resolution of incidents and requests.
- Complete and maintain consistent professional development through company-provided workshops, training, and development opportunities.
- Maintain and update team records, including tracking databases and attendance logs.
- Demonstrate ownership in troubleshooting and resolving technical issues, while identifying root causes and recurring problems.
- Create a strong team culture built on trust and transparency which enables team agility, adaptability, continual learning and knowledge sharing. Provide backup support to peers and leadership as needed.
- Takes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrades talent through timely talent management, development, succession planning and recruitment.
Qualifications:
- High School Diploma or GED equivalent.
- 3 years of experience in customer service or technical support, preferably in a technology-based environment.
- 1 year of supervisor/leadership experience within an inbound contact center.
- Demonstrated ability to coach and develop team members to drive performance and achieve goals
- Proven ability to motivate and inspire team members, fostering a positive and high-performance work environment.
- Excellent verbal and written communication, presentation, and problem-solving skills.
- Demonstrated ability to work collaboratively in a results-driven, team-oriented setting.
- Strong interpersonal and active listening skills.
- Exceptional customer service skills.
- Requires strong problem solving, time management, flexibility, and communication skills.
- Must have the ability to multi-task, organize and document many tasks at one time.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
- Willing and able to work flexible schedules, including weekends, to support customer needs.
- Proficient in Microsoft Office and modern virtual communication platforms (e.g., MS Teams, Slack).
- Preferred:
- Experience in professional and business writing.
- Strong technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
- Basic telephone technology.
- Experience with network monitoring platforms or custom diagnostic tools.
Physical Demands:
Employees may experience the following physical demands for extended periods of time:
- Sitting, standing, and walking (95-100%)
- Keyboarding (70-90%)
- Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)
Work Environment:
- 100% Remote: Work environment is at home.
Compensation:
$71,000 to $80,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.
