Job Description
#IND123
JOB ID 22065 – Floor Support Supervisor (Contact Center – Slack)
Location: Tampa, 33602 - This position is onsite
Client pays for parking
Pay: $24.00 - $25.00 per hour
Type: Contract-to-hire
Hiregy benefits available during the contract period:
Hiregy associate perks:
Schedule: M-F, 8:00 AM to 5:00 PM EST
This position does not have direct reports.
Job description:
- Act as Remote Agent T e chnical Liaison/Supervisor, overseeing communication and coordination—not direct reports—between agents and clients.
- Manage and monitor the company’s SLACK support channel, serving as the first point of contact for remote customer service agents experiencing technical issues.
- Provide basic troubleshooting assistance for common problems such as login failures, password resets, broken links, and browser-related issues (e.g., clearing cache and cookies).
- Coordinate communication across a remote workforce of approximately 17,000 agents, ensuring timely updates and smooth escalation of unresolved issues.
- Create and route support tickets to the appropriate IT or internal teams for resolution of complex technical problems—this role is not responsible for fixing the issues directly.
- Serve as a communication bridge, keeping both agents and clients informed via SLACK when technical issues arise, and ensuring updates are shared until resolution.
Nice to have:
- B2B client liaison experience
- IT support or helpdesk
- Recent Slack experience
- Experience coordinating with a large workforce
Requirements:
- Must have experience with agent floor support
- Must have recent chat support and team messaging tool experience
- Must be tech savvy and thrive in a fast-paced environment
- High school diploma or equivalent
- Background check required
Job Tags
Hourly pay, Contract work, Remote work,