NineStar Connect Support Center Supervisor

NineStar Connect is seeking a highly motivated and experienced Technical Support Center Supervisor to ead our team of Support Technicians and help deliver exceptional service to our members and customers. This role is ideal for someone who enjoys balancing people leadership technical support and operational excellenceall while modeling the values that define who we are.

If youre someone who leads by example thrives in a fast-paced environment and is passionate about coaching others and improving the customer experience wed love to meet you.

What Youll Do

As a Support Center Supervisor you will play a key role in ensuring smooth daily operations while supporting and developing your team.

Leadership & Team Development

• Lead by example in work ethic professionalism and attitude

• Conduct regular 1:1 coaching sessions and provide ongoing feedback

• Support employee development goal setting and performance improvement

• Complete mid-year and annual performance reviews

Operations & Support Center Oversight

• Oversee daily Support Center operations including call chat and service order workflows

• Monitor workload distribution and adjust based on operational needs

• Review reports and call metrics to ensure quality and efficiency

• Participate in an on-call rotation and support escalations as needed

Customer Experience & Quality Assurance

• Handle escalated customer concerns with professionalism and care

• Monitor calls and interactions for quality assurance

• Ensure consistent high-quality service across all channels

Collaboration & Communication

• Partner with internal teams and call partners on performance issues and needs

• Support onboarding of new employees and managed call center customers

• Maintain and improve department documentation and processes

Qualifications :

Knowledge & Technical Skills

• Telecommunications helpdesk or technical support experience preferred

• Understanding of networking concepts (TCP/IP) internet troubleshooting and hardware support

• Familiarity with Microsoft products ticketing systems and service orders

Leadership & Professional Skills

• Strong communication and collaboration skills

• Ability to coach train and develop others

• Effective problem-solving and decision-making abilities

• Strong organizational skills with the ability to manage multiple priorities

What Sets You Apart

• You lead with integrity and accountability

• You embrace differences and work well across teams

• You focus on quality results while balancing competing priorities

• You help make each day meaningful for your team and customers

• You are committed to community and the people we serve

Education & Experience

• Associates degree in Business Management or related field (or equivalent experience)

• Minimum of 5 years of management experience

• Network certification or the ability to acquire it within 6 months required.

• Prior experience in telecommunications helpdesk or technical support preferred

Work Environment & Expectations

• 24/7 support environment with on-call rotation responsibilities

• Primarily onsite role with remote flexibility available with manager approval

• Ability to manage challenging customer interactions and fast-paced workflows

Additional Information :

NineStar Connect does not discriminate in employment opportunities or practices on the basis of race color religion gender national origin age marital status sexual preference disability or any other characteristic protected by law.

Remote Work :

No

Employment Type :

Full-time