Job Description

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

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