NetOps Access- Supervisor

Granite Background & History

Granite is one of the premier communications services providers to businesses across the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.8 Billion in revenue with more than2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

o Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 14 consecutive years

o Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.

o Granite's philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

o We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

o Granite was named to Forbes List of America's Best Employers 2022

o Granite was recently named One of Forbes Best Employers for Diversity

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

General Summary of Position:

As a NetOps Access Supervisor, you will collaborate with Customers, Premiers, Access Repair, Sales Teams, Provisioning, NOC, and Network Engineers. You will be responsible for ensuring quality assurance for both Customer and Tech calls, tracking team progress, and maintaining departmental goals. Additional expectations include managing escalations, assisting staff with resolution, and overseeing team metrics. You will handle advanced/high-profile customer calls, guiding clients through troubleshooting steps to resolve their technical issues promptly. Moreover, you will provide advanced technical training and assistance to employees and support technicians in progressing with certifications.

Duties and Responsibilities:

• Required to obtain and maintain a US government clearance.
• Assist in resolving high-level escalations as required.
• Conduct quality assurance checks for calls and trouble tickets.
• Handle customer requests, both technical and non-technical, professionally and accurately.
• Manage department metrics and complete weekly reports.
• Conduct weekly one-on-ones with NetOps Technicians.
• Write and review bi-annual reviews.
• Assist employees in resolving complex technical issues.
• Provide answers to routine questions regarding service installation, product features, outages, and component-level problems.
• Ensure technicians are accountable for technical growth plans.
• Coordinate Conference Calls and On-Call Escalations.
• Identify key contributors for inclusion in the government contractor security clearance process.
• Maintain Calendar and Holiday Staffing needs.

Required Qualifications:

• 3-5 years of experience in a technical support-related role.
• Demonstrated ability to prioritize tasks with a sense of urgency.
• Proven problem-solving skills.
• Exceptional customer service skills.
• Solid analytical ability and technical knowledge.
• Ability to provide a high level of customer support to enhance the customer experience.
• Excellent computer and software knowledge.
• Strong decision-making skills.
• Keen attention to detail.
• Ability to multitask effectively.
• Ability to perform well under pressure.
• Willingness to obtain a US government clearance.

Preferred Qualifications:

• Bachelor's Degree or equivalent Military Experience
• Experience in Supervisory/Management roles
• Experience in the Telecommunications industry
• US Government clearance.