Technical Customer Service Lead in Greensboro, NC at Advanced Personnel Resources

Date Posted: 11/18/2019

Job Snapshot

Job Description

  • Managing the Support Desk:
  • Ensure daily coverage of the support desk during business hours.
  • Manage team to effectively respond to daily ticket flow.
  • Ensure response time SLAs are met.
  • Coaching & Mentoring Employees:
  • Coach employees in improving individual performance, ability to think strategically, problem solving techniques, and ability to think critically
  • Fostering team mindset and team approach to managing ticket flow and driving to customer resolution.
  • Metrics & Processes:
  • Establish daily metrics for team and individual performance and response time SLAs.
  • Establish processes that drive timely ticket/issue resolution, ensure support desk coverage, and deliver high customer sat.
  • Establish a support problem database to enable tracking of issues and fixes, improve accuracy, and foster knowledge sharing.
  • Research, recommend, and implement new technology as needed to improve team performance and meet needs as the company grows.

Job Requirements

  • 3-5+ years’ experience in a customer support team lead role. Demonstrated “drive for results”
  • Proven ability to and experience in managing small teams (3-10 people) in customer support role.
  • Experience implementing or improving support team processes and metrics.
  • Experience in customer support for a manufactured or hardware product.
  • Comfortable working with Windows PCs, MS office including MS Project, hosted software (Gmail, Google Sheets, DropBox, etc).
  • Excellent oral and written communication skills.