Description
We are seeking an experienced Tier 2 Broadband Supervisor to lead a small, skilled technical support team focused on delivering exceptional customer experience. In this role, you'll combine strong technical knowledge of broadband products and infrastructure with a passion for quality service and team excellence.
You will oversee daily Tier 2 operations, ensuring complex broadband issues are resolved efficiently, processes are continuously improved, and customers receive reliable, high-quality support.
Key Responsibilities
Team Leadership & Support
* Lead, coach, and motivate a small team of Tier 2 broadband specialists.
* Oversee day-to-day operations, ensuring workload balance and high performance across technical support activities.
* Support a culture of accountability, collaboration, and continuous learning.
Technical Expertise & Problem Resolution
* Provide advanced technical guidance and act as the escalation point for complex broadband faults and service issues.
* Ensure timely and effective resolution of incidents while maintaining a customer-first mindset.
* Work closely with internal teams and third-party vendors to troubleshoot and resolve service-impacting problems.
Customer Experience & Quality
* Champion service excellence, ensuring all interactions deliver a positive and professional customer experience.
* Identify trends in customer issues and drive improvements to reduce repeat faults and escalations.
* Monitor quality metrics and implement best practices to enhance service reliability and customer satisfaction.
Operational Performance & Reporting
* Track and report on key performance indicators, including resolution times, quality scores, and customer feedback.
* Contribute to process improvement initiatives, ensuring the team operates efficiently and in line with SLAs.
* Support knowledge management by maintaining accurate documentation and technical guides.
Skills, Knowledge and Expertise
* Minimum 3 years' experience in a broadband support or Tier 2 technical role, with at least 2 years in a supervisory or lead capacity preferred.
* Strong technical knowledge of broadband product.
* Proven ability to troubleshoot complex connectivity and service issues.
* Demonstrated commitment to delivering excellent customer experience and service quality.
* Strong communication, coaching, and organisational skills.
* Ability to collaborate effectively across technical and customer support teams
Benefits
* Competitive salary & bonus structure
* Pension Contribution Scheme
* PrepayPower Health Insurance Group Scheme Laya Healthcare
* TELUS Health Employee Assistance Programme (EAP)
* Great career progression opportunities in a growing company with strong market growth
* Fast-paced and friendly team environment
* Continual training and development
* Annual leave, increasing with service.
* PrepayPower Staff Tariff
* Modern offices with excellent facilities in Sandyford and the flexibility to work remotely
* Established CSR, Wellness, and Social Committees, and great social events.
* Refer a Friend Scheme
* Tax Saver Travel Tickets & Bike to Work Scheme
About PrepayPower
Prepay Power is the leading provider of Pay-As-You-Go electricity and gas in Ireland. Since 2011, we have been disrupting the energy market by empowering customers with total control and transparency over their electricity costs.
PrepayPower's mission is to give people total control and complete transparency over their energy costs. Rather than the traditional market model of short-term discounts with significant contract terms, we help customers achieve long-term savings on their electricity, gas, oil and broadband by putting them in control.
Customer satisfaction is at the heart of everything we do. Our commitment to providing exceptional service has earned us the title of Ireland's highest-rated energy supplier on Trustpilot. In 2025, together with Yuno Energy, we proudly reached over 350,000 customer connections.
Why work at PrepayPower
Ranked as a top employer for six consecutive years by Great Places to Work Ireland, we offer ambitious individuals a fast-paced and challenging work environment with enormous opportunities for growth.
PrepayPower is an Equal Opportunity Employer. We are committed to treating all our employees, customers, and stakeholders with dignity and respect. Therefore, we value diverse talent and strive to create an inclusive workplace that delivers exceptional, innovative services for our customers. We encourage applications from people with diverse backgrounds and experiences.
PrepayPower is part of the Yuno Group alongside a suite of brands, including Yuno Energy and firmus Energy. With almost 600 employees and growing, we are the market leader for Pay-as-You-Go Electricity, Gas, and Broadband in Ireland.
Join us and become part of a dynamic, ambitious team that's putting control in the hands of our customers.