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    Supervisor: Advanced Technical Support

    About Lightcurve (formerly Rainier Connect)

    Lightcurve (formerly Rainier Connect) is a privately held company headquartered in Tacoma WA. With a 100-year history of offering connectivity solutions to the communities it serves, Lightcurve has established a reputation as a customer and service-oriented enterprise. In 2020, Lightcurve entered into a long-term partnership with the City of Tacoma to operate the city-wide high-speed internet network providing competitive broadband in Tacoma, now representing the largest market served by Rainier Connect. In 2023 Lightcurve closed on a transaction to be acquired by Palisade Infrastructure (“Palisade”). This investment will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities. Lightcurve is committed to delivering the best internet experience at home and at work. The company will combine the latest and most reliable fiber optic technology with a promise of transparency and trusted service from people who live and work in the communities we serve.

     

    Position Summary

    The Supervisor – Advanced Technical Support leads the team that provides technical support to Lightcurve’s residential and business customers. This role and team is critical in ensuring customer satisfaction by timely and effectively resolving customer technical issues with their services.  Lightcurve’s reputation as a trusted provider with customers served by people nearby is created and maintained by the effectiveness of this group and the leadership of this role.

    This role leads a team of technical support specialists who are skilled in resolving a variety of technical support matters. Further, this role manages operational interactions with our outsourced technical support team which also handles inbound calls and serves to help us flex our capacity for technical support matters. Finally, this role serve as a critical bridge with internal teams – engineering, field operations, customer service, marketing, billing and commercial sales – ensuring that technical matters are promptly resolved, customer issues are reflected in appropriate account documentation, proactive improvement of network and service quality, etc.

     

    Key Responsibilities:

    Leading and developing the technical support team: Leading a team of tech support specialists and developing their capabilities and skill sets. Managing the effectiveness and productivity of the team.

    Metrics driven management: The role must be focused on managing by metrics – customer satisfaction, first call resolution, repeat trouble tickets, service metrics (call answer times, abandonment rates),  individual team member productivity and quality metrics, etc.

    Proactive actions to improve network and service quality: Trouble tickets from customers provide valuable insights into the performance of the network and service reliability. The role must be able use insights and analytics from technical support tickets to partner with other organizations – particularly engineering and operations – to develop action plans to ensure proactive improvement in service reliability.

    Operational functions: Including team performance management, goal setting, development, time management, budgeting, staffing, etc.

    Technical competencies: The role must stay current with emerging technologies, understand how customer reported issues translate into network actions, and invest in constant development of network and customer facing technologies to effectively support customers.

    Be a strong advocate for company purpose and values: By using the Lightcurve values as your guide to how you operate and engage with customers.

     

    Measuring success

    • Effective and timely resolution of customer reported technical support matters measured by first call resolution, repeat incidents, call answer and abandonment rates.
    • Effective longer-term improvement in service reliability measured by reduction in incoming customer reported trouble tickets.
    • Contributing to and developing a performance and results oriented culture.
    • Behaviors that are aligned with and strengthen company values.

     

    Experience and qualifications

    • 5+ years managing customer technical support teams in the telecommunications industry.
    • Overall 7-10 years’ experience in the telecommunications / broadband industry.
    • Proven track record of managing teams and delivering exceptional customer service results.
    • Passion for collaborating across teams to ensure longer term service reliability metrics.
    • Proven track record of achieving performance expectations and customer service experience rating.
    • Effective cross-functional collaborator.
    • Critical thinker with a strong data and analytics orientation and a demonstrated record of using metrics and analytics to drive performance improvements.
    • Ability to think creatively for solutions that meet customers needs and the ability to operate with flexibility.
    • A scrappy, nimble, innovative and hands-on contributor who is not afraid to roll up their sleeves to accomplish goals and has a passion for competing and winning against larger players in the market.

     

    Compensation

    • $75-105K annually

    To Apply

    By Mail: Resumes & Cover Letters can be mailed to:

    Human Resources
    Rainier Connect
    2516 Holgate St.
    Tacoma, WA 98402

    By E-mail: Resumes & Cover Letter can be e-mailed to:

    Apply to Work at Lightcurve
    Lightcurve formerly Rainier Connect

    About
    Lightcurve

    Lightcurve, a division of Mashell Telecom, Inc. is a 101 year old telecommunications service provider that is strongly committed to customer service, value, and innovative products & services. We offer voice, data, internet and cable television services to residential and business customers in Eatonville, Graham, the South Hill of Puyallup, Tacoma and Centralia. We also offer business telephone systems, installation, training and maintenance.

    Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.

    Lightcurve is an Equal Opportunity Employer.

    Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.
    Lightcurve - Ultra-Fast, Reliable Internet for Home or Business
    Rainier Connect is now Lightcurve!

    New name, new look,
    same great service.