Support Supervisor (HelpDesk IT)

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Liquid Web is looking for a driven and compassionate leader to provide our Support Team with the tools they need to provide exceptional customer service while responding to our customers IT needs. Support Supervisors will serve as an escalation point for distraught customers, oversee the team's workflow, and participate in the development/discipline of the staff under their purview. This is a full-time permanently remote role with a pay rate up to $24.00/hr. Expected shift is 06:00 to 14:00 Eastern time zone. Responsibilities:

• Communicate clearly with customers via telephone, chat, and help desk (email) to provide exceptional support
• Work with customers to properly diagnose and troubleshoot their requests to ensure that we are able to fully understand and resolve their issue
• Manage and document customer interactions appropriately
• Facilitate communication/handoffs between appropriate departments/shifts
• Attend ongoing trainings, meetings, and events as required
• Create, review, and improve internal documentation
• Maintain communication and follow up to ensure company staff is fully informed of all pertinent information
• Respond to and document emergent situations appropriately
• Continuously identify and implement efforts to improve the efficiency and effectiveness of the team
• Collaborate with team members, project managers, and stakeholders on assigned projects
• Be responsible for the employee life cycle including; disciplinary actions, performance reviews, goal reaching activities, fostering a positive environment, following company policies, etc.

Skills, Competencies, and Qualifications:

• Proven leadership experience
• 2+ years relevant call center/technical experience
• Basic hosting stack knowledge
• Basic troubleshooting skills
• Proven customer service acumen
• Strong multi-tasking abilities
• The ability to type quickly and accurately
• Strong verbal and written communication skills
• Bachelor's degree in a related field, or comparable combination of education or relative experience

We Offer:

• Exceptional Benefits options - Medical, Dental, Vision, Prescription
• Traditional and Roth 401k with company matching
• Fun employer-sponsored events
• A collaborative team culture
• Consistent/set work hours
• Challenging non-redundant daily duties
• A voice in how things get done
• Access to ongoing training

Disclaimer:

This is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this in a way that best supports the organizational needs. The in no way creates or implies an employment contract. The employment contract remains “at will”.

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. #LI-Remote #MHOST