Customer Experience Technical Help Desk Supervisor (100% Remote)

ClearCaptions, LLC; United States; Remote; USD 10,000 - 60,000; Full time

Job description

Customer Experience Technical Help Desk Supervisor (100% Remote)

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This range is provided by ClearCaptions, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$75,000.00/yr - $80,000.00/yr

Position Overview

Since 2011, our mission has been to improve the lives of seniors and their caregivers through innovative communication solutions. We focus on delivering easy-to-use, cutting-edge technology, including real-time phone captioning, to help individuals with hearing loss stay connected.

We are seeking a Customer Experience Technical Help Desk Supervisor to lead and develop our technical helpdesk team, ensuring excellent customer service and technical support. This remote role reports to the Sr. Customer Experience Manager.

Key Responsibilities

• Lead training and development for help desk staff.
• Troubleshoot technical issues and identify trends.
• Collaborate with cross-functional teams to improve processes and customer experience.
• Maintain records and analyze performance data.
• Provide coaching and support to team members.
• Implement ITIL-based incident management processes.
• Ensure compliance and maintain attendance records.
• Participate in ongoing professional development.

Qualifications

• Bachelor’s degree in Networking, Systems Administration, or equivalent experience.
• 5+ years of technical leadership experience.
• 5+ years of call center leadership experience.
• Strong technical knowledge of modems, routers, VoIP, DNS, VPN, TCP/IP, DHCP.
• Excellent communication and problem-solving skills.
• Experience with network monitoring tools.
• Willing to work flexible hours, including weekends.
• Proficiency in MS Office and virtual communication platforms.

Physical Demands & Work Environment

This is a remote position; employees may sit, stand, or walk for extended periods, and work with computers and communication devices at home.

Compensation

$75,000 - $80,000 annually, based on experience and location. Benefits details available at our careers page.

Additional Information

We are an equal opportunity employer and value diversity. Candidates must be authorized to work in the US without sponsorship.