Support Supervisor

Position: Support Supervisor
Number of Vacancy: 1
Qualification: Bachelors in IT or Engineering or related fields
Experience: Experience as a supervisor in ISP or any area of IT
Contract of Employment: Evening 2 pm-10pm
Job Location: Jawalakhel, Lalitpur

Skills and Knowledge:

• Proven experience of network support and team management.
• Strong understanding of networking, troubleshooting methodologies, and customer support best practices.
• Ability to analyze technical issues and provide effective resolutions.
• Strong leadership, conflict resolution, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to manage time effectively in a fast-paced environment.
• Proficiency in support tools, monitoring systems, and incident management processes.
• Strong problem-solving skills and the ability to make quick decisions under pressure.

Job Duties & Responsibilities:

1. Team Monitoring & Performance Management

• Monitor team performance to ensure adherence to service level agreements (SLAs) and company policies.
• Measure agents’ performance using key performance indicators (KPIs) and take necessary actions for improvement.
• Keep track of employee attendance and compliance with organizational policies and procedures.
• Assist in hiring and onboarding new employees to strengthen the support team.
• Conduct regular meetings and training sessions to keep the team updated on new technologies and processes.

2. Issue Resolution & Customer Support

• Ensure timely resolution of customer complaints by guiding support agents in troubleshooting technical issues.
• Act as an escalation point for complex customer issues requiring supervisor intervention.
• Monitor the number of calls and issues handled per agent to ensure efficiency.
• Review support interactions, incident reports, and call logs to identify areas for improvement.
• Maintain clear communication with customers, ensuring a high level of service satisfaction.

3. Reporting & Process Improvement

• Prepare and present weekly, monthly, and ad-hoc reports on team performance, common issues, and resolutions.
• Identify recurring issues and work with technical teams to implement long-term solutions.
• Provide data-driven insights and recommendations to senior management for process optimization.
• Ensure proper documentation of all incidents and resolution steps for future reference.

4. Collaboration & Policy Implementation

• Act as a liaison between the support team and other departments to streamline issue resolution.
• Communicate policy and procedural changes to the team and ensure compliance.
• Keep up with industry trends, new technologies, and best practices in technical support.
• Work with vendors and technology partners to troubleshoot complex technical issues.
• Promote a collaborative environment within and across support teams.

5. Training & Development

• Conduct ongoing training programs for support agents to enhance technical knowledge and customer handling skills.
• Provide constructive feedback and coaching to improve agent performance and customer satisfaction.
• Guide team members in career planning and professional growth.

5. Customer Experience Enhancement

• Identify trends, common issues, and areas of improvement from customer feedback.
• Provide insights and recommendations to enhance the overall customer support experience.

Application Deadline: 2026-03-15

Tagged as: Lalitpur