Technical Support Team Lead – UCaaS/CCaaS

OneCloud; Charlotte (NC); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

OneCloud is seeking a Technical Support Supervisor to lead the Support Center across UCaaS and CCaaS products. You will mentor about 10 Level I/II technicians, own the ticket queue, oversee live channels, and act as the escalation point for customers and the team.

You will coach, monitor performance, and drive improvements while fostering career growth and a culture of accountability.

Qualifications

• Experience leading a technical support team.
• Experience managing a live support queue (phone and chat).
• Strong knowledge of VoIP, SIP, and networking fundamentals.
• Familiarity with ITIL/ITSM concepts.
• Bachelor’s degree in IT or related field or equivalent experience.

Responsabilités

• Own the daily operation of the ticket queue with correct owner, priority, status, and next steps.
• Triage incoming requests and assign based on skill, familiarity, and workload.
• Monitor live call and web chat channels for timely responses and coverage.
• Review open cases daily and enforce SLA/SLO adherence; escalate when needed.
• Coordinate service dispatches and vendor escalations; log references in OneCloud ticket.
• Lead performance tracking and provide manager with updates on trends and improvements.
• Serve as escalation point for complex issues (device registration, provisioning, call routing).
• Provide hands-on guidance to technicians; build troubleshooting skills during cases.
• Oversee QA of cases and ensure proper root-cause documentation before closure.

Connaissances

People leadership

Queue management

VoIP basics

SIP provisioning

ITIL concepts

Communication

Formation

Bachelor’s degree or equivalent

Outils

Ticketing systems

ITSM tools

Description du poste

OneCloud is seeking a Technical Support Supervisor to lead the Support Center across UCaaS and CCaaS products. You will mentor about 10 Level I/II technicians, own the ticket queue, oversee live channels, and act as the escalation point for customers and the team.

You will coach, monitor performance, and drive improvements while fostering career growth and a culture of accountability.