Assistant Technical Support Manager
New
R
Race CommunicationsTelecommunications
Race Communications is only accepting remote candidates who reside in the following states: California, Colorado, Florida, Missouri, Nevada, Oregon, Indiana and Illinois.Full-TimeManager
Salary27 - 30 USD per hour
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Job Details
- Languages
- English, Spanish
- Experience
- 3–5 years
- Required Skills
- LeadershipCustomer serviceMS OfficeTroubleshootingTeam managementTechnical supportCRM
Requirements
- Minimum of 18 years of age.
- High School Diploma or GED required.
- Bachelor’s degree preferred in a related field.
- Minimum 3–5 years of experience in technical support within the telecommunications industry.
- Demonstrated leadership or supervisory experience in a support environment preferred.
- Strong understanding of customer service processes and technical troubleshooting.
- Proficiency in customer relationship management (CRM) software.
- Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint.
- Ability to effectively communicate in English (speaking, reading, writing, and comprehension).
- Ability to work nights, weekends, holidays, and overtime as needed.
Responsibilities
- Assist in leading and supporting a team of technical support representatives through coaching, mentorship, and daily guidance.
- Provide real-time support and feedback to team members, helping address performance challenges and complex technical scenarios.
- Support the development and delivery of training programs and onboarding for new hires.
- Act as a secondary escalation point for complex technical issues, service disruptions, and system-related concerns.
- Monitor technical support interactions to ensure quality, consistency, and adherence to standards.
- Support daily technical support operations, including ticket queue monitoring and workflow coordination.
- Identify opportunities to improve technical support processes and operational efficiency.
- Work with Engineering, Network Operations, and Field Services to support issue resolution and service delivery.
- Assist in tracking and analyzing key performance indicators (KPIs) such as response times and resolution times.
- Ensure team adherence to company policies and maintain accurate documentation of troubleshooting processes.
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