Floor Support Supervisor (Contact Center - Slack)

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 Technical 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 Apply tot his job