Tech Support QA Coach & Team Leader

EPB; Chattanooga (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

EPB in Chattanooga is seeking a Quality Assurance Coach to assist supervisors in training, call monitoring, and coaching for agents in the Technical Support department. This role supports day-to-day handling of customer calls, emails, and web chats for voice, video, and internet services, and serves as a group supervisor when the regular supervisor is absent.

The ideal candidate has strong leadership, technical knowledge of fiber optics, and excellent customer service skills, with the ability to

Qualifications

• 2+ years of EPB Technical Support experience.
• High level of technical knowledge of fiber optics networks and systems for EPB and partners.
• Excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills.
• Working knowledge of Omnia, CAD, Fiber OMS, Teams, Nice/inContact, Internet software and Outlook.

Responsibilities

• Monitor customer calls, chats, and emails and coach employees to improve agent performance.
• Conduct monthly coaching sessions with agents in the Technical Support department.
• Complete training and mentoring of new employees; evaluate training needs and action plans.
• Generate daily, weekly, and monthly performance reports for management.
• Assist with handling escalated customer issues to final resolution.
• Work shifts including on-call weekly rotation for leads and supervisors.
• Coordinate completion of special projects assigned by Supervisor/Mgmt.

Skills

Customer service

Communication

Teamwork

Tools

Omnia

CAD

Fiber OMS

Teams

Nice/inContact

Outlook

Job description

EPB in Chattanooga is seeking a Quality Assurance Coach to assist supervisors in training, call monitoring, and coaching for agents in the Technical Support department. This role supports day-to-day handling of customer calls, emails, and web chats for voice, video, and internet services, and serves as a group supervisor when the regular supervisor is absent.

The ideal candidate has strong leadership, technical knowledge of fiber optics, and excellent customer service skills, with the ability to