EarthLink, a leading provider of Internet Services, is seeking to add a Customer Support Manager to our Atlanta, GA Corporate Team.

The Technical Support Manager is responsible for the day-to-day operation of a team of over 100 outsourced, offshore agents; this Technical Support team fields inbound calls from end users/customers who report issues with their internet service.

Responsibilities:

Identify process gaps, prioritize modifications to improve customer satisfaction.

Full audit of back office processes to ensure customer expectations are met on every interaction.

Manage to Key Performance Indicators, including repeat contact rates, customer satisfaction. contact rates, Mean Time to Repair.

Ticket prioritization, ensuring agents are following up on maintenance issues, creating automation or manual mediums to contact customer at time and date promised.

Oversee the Global Command Center, including acting as liaison between Technical Support, Vendor Management and Systems Operations Teams. This includes being the on call contact for all outages.

Develop system automation whenever possible, using expertise in alternative contacts i.e. SMS messaging, robo-calls and chat messaging.

Partner with internal Retention Teams to identify areas affecting both organizations to reduce customer churn, contact rates, credits and refunds.

Audit outage notification processes, overseeing customer contact process, following up with customers to ensure outages do not drive customer churn.