Tier 2 Technical Support Lead

Viaero Wireless seeks a Tier 2 Technical Support Lead to supervise the onsite Data Support team in Fort Morgan, Colorado. This role oversees escalated requests, guides troubleshooting, and delivers feedback to improve customer service, with Tuesday through Saturday, 10:00 am to 7:00 pm shifts and a pay rate of $20-$22 per hour.

Responsibilities

• Ensure timely and accurate customer service delivery.
• Submit daily, weekly, and monthly reports for Tier 2 Data Support members.
• Provide constructive feedback to Data Support members to improve practices and customer experiences.
• Manage customer disputes and take calls that require specialized assistance.
• Proactively reach out to customers with unresolved issues as needed.
• Handle escalated calls.
• Address billing questions and explain bills, features, services, promotions, usage, and rate plans.
• Manage troubleshooting calls and support tickets.
• Assist in training new Tier 2 Data Support members.
• Contribute to the creation of troubleshooting processes and training courses.
• Ensure all shifts are covered with rotating on-call duties.
• Perform other duties as assigned.

Requirements

• Outstanding verbal communication and problem-solving skills.
• Excellent phone etiquette.
• Strong technical skills.
• Understanding of company plans, services, and the technical features of products.
• Proven exceptional customer service abilities.
• Ability to sit at a desk/computer station for extended periods.
• High school diploma or GED.
• Must pass all pre-employment checks.

Benefits

• Competitive pay
• Growth opportunities
• Health insurance benefits (Medical, Vision and Dental)
• Short-term Disability
• Life Insurance
• Free phone/service
• Tuition reimbursement
• 401(k) with company match
• Vacation
• Sick leave
• Holiday pay