TECH SUPPORT / CUSTOMER SERVICE TEAM LEAD
Team Lead / Shift Lead Position for a large and very stable technology company. We have two positions available and we are looking for two people that have great tech support or basic technical skills and have prior experience managing a team of Tech Support individuals or a call-center/customer service team. We need a natural-born leader who inspires others and will be responsible for helping an entry-level tech support team and also managing the Senior Level Tech Support as well. This is all inbound support calls only...no outbound calls at all. Pay rate is $17.50 per hour and this is a full-time position. We have growth opportunity to advance into other more senior positions or also move into other departments as well. If you are or were a great call-center or customer service manager or Team Lead, please give me a call or e-mail me!!
We have a paid 3-week training course to teach our Shift Leads all of the technical aspects of our department and give them the knowledge they need to hit the ground running.
We have two shifts that need to be covered....
SUNDAY -THURSDAY 8:00 AM TO 4:00 PM
SUN. (MIDNIGHT - 8:00AM) MON. (OFF) TUES. (OFF) WED. (8:00AM-4:00PM) THURS.(8:00AM-4:00PM) FRI. (8:00AM-4:00PM) SAT. (8:00 AM-4:00PM)
THIS IS A PERMANENT, DIRECT-HIRE POSITION WITH MEDICAL, DENTAL, VISION BENEFITS AND 401K PROFIT SHARING.
- Help Manage, Guide, Train and offer support to a Tech Support Team of 20-30 people
- Ensure that all standard operating procedures and processes are being adhered to on each shift
- Identify and escalate opportunities to improve products and systems.
- Follow up and make scheduled call backs to customers where necessary.
- Stay current with system information, changes and updates.
- Guiding entry level and Senior customer support with technical issue resolution via email, phone and chat for escalated technical issues
- Escalate issues/incidents, as appropriate, within prescribed guidelines and collaborate with other technical support associates to drive issues/incidents to resolution
Working hours: 8:00 AM - 4:00 PM
-Prior Call Center, Tech Support Helpdesk, or Customer Service Management or Team Lead Experience is necessary
-Must have 2-5 years of managing and empowering others in a Lead role or as a driver of customer service and resolution capacity
-Ability to think through issues and problems on your own and provide direction and feedback as needed to others on the team
-Inspire and encourage the entire team to try their best and always put their best foot forward.
-Think through tough resolution calls and assist entry level team members when needed
-Report all necessary issues or notable work to direct supervisor and collaborate with them to ensure a strong and cohesive team
Any Tech Certifications such as Comp TIA A+ or C++ is a huge help in learning the tech aspects of what we do.
Experience as a Call-Center, Tech Support Team Lead or Manager, Helpdesk Lead or equivalent management role is key for this position
You will have to pass multi-state criminal background checks and a 10-panel drug screen as well for consideration. No exceptions.
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