Technical Support Supervisor

Position Summary:

The Technical Support Supervisor plays a key leadership role within our Technical Support department, helping drive operational excellence and ensure a high-quality support experience for our customers. Based at our Fort Worth office, with occasional travel to our Hudson Oaks office, this individual will lead a team of Technical Support Agents (TSAs), provide frontline support for escalated issues, and drive performance by coaching, mentoring, and ensuring team KPIs are met.

This role also serves as a key backup to the Technical Support Manager, stepping in as needed to maintain continuity and effectiveness in daily operations.

Key Responsibilities:

• Serve as a floor leader—monitoring team performance, providing real-time coaching, and identifying agents who need support
• Supervise and support a team of Technical Support Specialists
• Assist in handling escalated customer calls, chats, or emails involving complex internet or VoIP issues
• Collaborate with Technical Support Leadership on initiatives, updates, and best practices
• Mentor team members, delegate tasks, and support development through 1:1s and feedback
• Audit tickets, calls, and customer accounts to ensure quality and policy adherence
• Prepare and analyze reports to improve processes, boost productivity, and enhance customer satisfaction
• Diffuse challenging customer interactions when they escalate beyond the TSA level
• Proactively contribute to projects aimed at improving support operations and customer experiences
• Perform other duties as assigned by management

Required Skills and Qualifications:

• Strong leadership, mentoring, and communication skills
• Ability to remain calm and resourceful under pressure
• Advanced computer literacy and strong technical troubleshooting knowledge
• Proven ability to guide and motivate a team in a fast-paced environment
• Familiarity with call center metrics and performance tools

Education and Experience:

• High school diploma or GED required
• Prior experience supervising or leading within a call center or technical support team is essential
• Telecom or internet service provider experience preferred

Job Classification:

• Department: Customer Care
• FLSA Status: Exempt

Work Environment:

• Primary office environment (Fort Worth)
• Moderate noise level
• Frequent interaction with both internal teams and external customers

Physical Requirements:

• Stationary position for long periods (8–10 hours/day)
• Frequent use of hands/fingers for typing and basic office equipment
• Visual, auditory, and verbal acuity required for communication and computer use
• Ability to sit, stand, and move throughout the office as needed

Work Schedule:

• Full-Time | Friday–Monday | 9:00 AM – 8:00 PM (4 days on / 3 days off)
• Flexibility required; occasional schedule changes with limited notice

Training & Probationary Period:

• 60-day structured training program covering each role you'll oversee:
• 3 weeks Tech Support Training
• 2 weeks Team Lead Training
• 3 weeks Supervisor Training
• 8-week probationary period; unsatisfactory completion of training may result in separation

Travel Requirements:

• Occasional travel (up to 15%) may be required, including potential overnight stays

Equal Opportunity Statement:

Nextlink is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.

Drug-Free Workplace Policy:

Nextlink is committed to providing a safe, drug-free workplace to ensure the health and well-being of all employees.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 10 hour shift
• Every weekend
• Weekdays

Application Question(s):

• Do you have experience managing a team of more than 20 members?

Work Location: In person

Salary : $50,000 - $55,000