Support Center Lead: UCaaS/CCaaS Ops & Mentorship

OneCloud Corporation; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

OneCloud Corporation is seeking a Support Center Supervisor in Charlotte, NC to lead the day-to-day operations of the Support Center for UCaaS and CCaaS products. You will own the ticket queue end-to-end, triage, assign, and close issues, while mentoring a team of Level I and II technicians through daily coaching and hands-on guidance.

You will act as the first escalation point for customers and your team, driving root-cause analysis and QA to ensure issues are resolved with a defensible record.

Qualifications

• Bachelor’s degree in IT, Computer Tech, or related field or equivalent experience.
• 2+ years in technical support org, UCaaS/CCaaS helpful.
• 1+ years in lead/supervisory capacity preferred.

Responsibilities

• Own the ticket queue daily; triage, assign, prioritize, close cases.
• Mentor Level I & II technicians with coaching and guidance.
• Escalate issues to Operations Manager when needed; ensure SLA adherence.
• Coordinate service dispatches and vendor escalations; document references.
• Develop training and SOPs; contribute to knowledge base and policy updates.

Skills

Queue management

Team leadership

VoIP basics

SIP knowledge

ITIL/ITSM familiarity

Communication skills

Escalation handling

Education

Bachelor’s degree in IT / related field

Tools

Ticketing software

ITIL/ITSM tools

Job description

OneCloud Corporation is seeking a Support Center Supervisor in Charlotte, NC to lead the day-to-day operations of the Support Center for UCaaS and CCaaS products. You will own the ticket queue end-to-end, triage, assign, and close issues, while mentoring a team of Level I and II technicians through daily coaching and hands-on guidance.

You will act as the first escalation point for customers and your team, driving root-cause analysis and QA to ensure issues are resolved with a defensible record.