Support Supervisor
- Category Other
- Location Bagmati, Lalitpur District
- Job Level Mid Level
- Salary Nrs. Negotiable Monthly
- Education Level Bachelors
- Desired Candidate Both(Female, Male)
- Expiry date Mar 15, 2026 (14 days left)
Job Description
Position: Support Supervisor
Number of Vacancy: 1
Qualification: Bachelors in IT or Engineering or related fields
Experience: Experience as a supervisor in ISP or any area of IT
Contract of Employment: Evening 2 pm-10pm
Job Location: Jawalakhel, Lalitpur
Skills and Knowledge:
Proven experience of network support and team management.
Strong understanding of networking, troubleshooting methodologies, and customer support best practices.
Ability to analyze technical issues and provide effective resolutions.
Strong leadership, conflict resolution, and decision-making skills.
Excellent verbal and written communication skills.
Ability to manage time effectively in a fast-paced environment.
Proficiency in support tools, monitoring systems, and incident management processes.
Strong problem-solving skills and the ability to make quick decisions under pressure.
Job Duties & Responsibilities:
1. Team Monitoring & Performance Management
Monitor team performance to ensure adherence to service level agreements (SLAs) and company policies.
Measure agents’ performance using key performance indicators (KPIs) and take necessary actions for improvement.
Keep track of employee attendance and compliance with organizational policies and procedures.
Assist in hiring and onboarding new employees to strengthen the support team.
Conduct regular meetings and training sessions to keep the team updated on new technologies and processes.
2. Issue Resolution & Customer Support
Ensure timely resolution of customer complaints by guiding support agents in troubleshooting technical issues.
Act as an escalation point for complex customer issues requiring supervisor intervention.
Monitor the number of calls and issues handled per agent to ensure efficiency.
Review support interactions, incident reports, and call logs to identify areas for improvement.
Maintain clear communication with customers, ensuring a high level of service satisfaction.
3. Reporting & Process Improvement
Prepare and present weekly, monthly, and ad-hoc reports on team performance, common issues, and resolutions.
Identify recurring issues and work with technical teams to implement long-term solutions.
Provide data-driven insights and recommendations to senior management for process optimization.
Ensure proper documentation of all incidents and resolution steps for future reference.
4. Collaboration & Policy Implementation
Act as a liaison between the support team and other departments to streamline issue resolution.
Communicate policy and procedural changes to the team and ensure compliance.
Keep up with industry trends, new technologies, and best practices in technical support.
Work with vendors and technology partners to troubleshoot complex technical issues.
Promote a collaborative environment within and across support teams.
5. Training & Development
Conduct ongoing training programs for support agents to enhance technical knowledge and customer handling skills.
Provide constructive feedback and coaching to improve agent performance and customer satisfaction.
Guide team members in career planning and professional growth.
5. Customer Experience Enhancement
Identify trends, common issues, and areas of improvement from customer feedback.
Provide insights and recommendations to enhance the overall customer support experience.
Application Deadline: 2026-03-15
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