Manager I, Realtime Support and Analytics
US-VA-Christiansburg
Attract-careers1
Req #: 92872
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams. Key Responsibilities: * Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development * Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards * Handle escalated customer issues and support team members with complex technical problems * Develop and deliver training programs to enhance technical skills and knowledge * Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions * Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies Qualifications: Education and Experience: * Bachelor's degree in Information Technology, Business Administration, or a related field preferred * 5+ years of experience in a Customer Support role, preferably in the wireless industry. * 3+ years of experience in a supervisory or management role in Customer Support. Skills and Qualifications: * Domain expertise in Wireless Systems, networks and devices * Experience in using IT systems, Tools and Vendor Portals to correlate and troubleshoot the underlying issues * Experience in working with IT groups to drive resolution on the issues * Experience in running SQL queries, Snowflake experience preferred * Experience in running APIs in tools like Postman * Experience in executing pre-defined scripts to resolve Customer issues * Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour. * Be available to work onsite out of our Christiansburg, VA office; * Be available to work on shifts and flexible hours (as per defined schedules) up to a maximum of 40 hours per week * Strong leadership, mentoring, and coaching skills. * Excellent communication and interpersonal skills, both written and verbal. * Strong analytical and problem-solving skills. * Ability to work independently and as part of a larger Visa sponsorship not available for this role
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