Technical Support Supervisor – FTTH Lead & 401(k) Benefits

Ezee Fiber; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive medical, dental, and vis

Tuition reimbursement

401(k) with company match

Paid parental leave

Job summary

Ezee Fiber is seeking a Technical Support Supervisor to oversee the daily operations of the technical support team in the call center, driving high-quality service and timely issue resolution.

The ideal candidate will lead with strong technical knowledge of FTTH, coach a team of TSRs, manage performance metrics, and collaborate across networks engineering, NOC, and field operations to boost customer satisfaction and operational efficiency.

Qualifications

• Bachelor's degree in a relevant technical field.
• 5+ years of experience in technical support or a supervisory role within the telecommunications industry.
• Strong understanding of FTTH technology and its application.

Responsibilities

• Analyze contact center performance data to identify trends and opportunities.
• Prepare and present regular performance reports to management.
• Provide coaching and performance management to support reps.
• Oversee scheduling and resource allocation for the team.
• Ensure adherence to policies and drive customer-focused initiatives.
• Collaborate with Network Engineering, NOC, Field Ops on training.
• Address escalated issues promptly to maintain service quality.

Skills

Leadership

Communication

Problem-solving

Documentation

MS Office

Coaching

Analytical thinking

Education

Bachelor's degree in a technical field

Job description

Ezee Fiber is seeking a Technical Support Supervisor to oversee the daily operations of the technical support team in the call center, driving high-quality service and timely issue resolution.

The ideal candidate will lead with strong technical knowledge of FTTH, coach a team of TSRs, manage performance metrics, and collaborate across networks engineering, NOC, and field operations to boost customer satisfaction and operational efficiency.