salary: $65,000 - $75,000 per year
shift: First
work hours: 8 AM - 5 PM
education: No Degree Required
Responsibilities
- Supervise and coordinate the day-to-day activities of the technical support team. -Monitor team performance metrics, SLAs and support quality -Provide coaching, guidance, and performance feedback to team members -Ensure effective scheduling, coverage, and workflow management to meet customer needs.
-Manage and resolve complex or high-priority customer issues and escalations. -Collaborate cross-functionally with engineering, service, and product teams to resolve recurring issues. -Foster a customer-first culture focused on timely and accurate technical resolutions.
- Develop and maintain detailed reports. -Identify trends and opportunities through data analysis. -Present regular performance updates and insights to team & senior management.
-Participate in planning and decision-making to align team strategies with departmental and organizational goals. -Evaluate support tools and platforms, adjusting enhancements as needed. -Support workforce planning and budgeting initiatives related to the technical support function.
-Asses and optimize existing technical support processes and workflows. -Implement best practices, training programs, and standard operating procedures (SOPs) -Lead initiatives to reduce customer effort and improve first-contact resolution rates -Stay current with industry trends and customer care innovations.
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
