What are the responsibilities and job description for the NOC Customer Support Supervisor - Fri-Mon 9-7PM CST position at Interface Security Systems LLC?
Overview
The Supervisor of the Level 2 technical support team is charged with successfully managing the day-to-day operations and employees within the department. The role is responsible for ensuring the team provides a high-quality, efficient response to service incidents. As a departmental leader, this position will be called upon to lead various improvement initiatives, that are focused on improving the customer experience, and create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.
Schedule: Friday–Monday, 9:00 AM–7:00 PM CT
Schedule may adjust based on coverage requirements and business needs.
Responsibilities
Lead a technical support team to support operational goals, objectives, polices, procedures, and work standards for day-to-day activities.
Day to day management of the shift including but not limited to:
Time Management/ Attendance Tracking
Provide End of Shift Summary Report
Assist with Postmortems and RFOs for Gap
Analysis if applicable
Quality Assurance/ Quality Control
Conduct Shift Meetings/ Debriefs
Floor Supervision/ Management
Coaching/ Corrective Actions
Other duties may be assigned as required.
First line of escalation to aid and guidance for Internal and External clients.
Fostering an environment of continuous improvement to develop staff and team performance through regular feedback and coaching.
Motivate staff by setting a positive example of work ethic and attitude to ensure we are providing an excellent customer service experience.
Work directly with employees to regularly communicate personal metrics. Celebrate success and uplift and guide/ those that are struggling.
Partner with the Training Manager and Leadership to identify training needs.
Qualifications
BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)
3 years’ experience leading customer-facing Technical Support or Delivery teams focused on Asset Protection services .
Proven technical problem solving, process development, and analytical capabilities.
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.
Strong understanding of networking concepts (TCP/IP, routing, switching, VLANs, DNS, DHCP).
Experience supporting VoIP technologies, SIP, call routing, and QoS principles.
Proven ability to troubleshoot network and VoIP service issues in real time.
Familiarity with network monitoring tools, ticketing systems, and incident management practices.
Ability to lead technical teams, prioritize tasks, and coordinate escalations.
Excellent communication skills for cross-department collaboration and customer updates.
Range for this role is $70,000 to $75,000. Pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. For more information about the perks and benefits of working at Interface, please check out our careers page.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
Salary : $70,000 - $75,000
