Lead Technical Support Representative

Description:

Please Note: This position if for the following schedule;

Tuesday - Saturday, 10:00 a.m. - 7:00 p.m.


POSITION SUMMARY

The Lead Representative is responsible for overseeing the performance of technical support team, ensuring efficiency and customer satisfaction is always our top priority. As support lead it is essential to perform tasks such as preparing coaching sessions, managing schedules, and maintaining performance records.


REPORTING RELATIONSHIPS

Reports To: Technical Support Supervisor

Supervises: Assists in Supervision of Technical Support Representatives


MAJOR RESPONSIBILITIES

Manages employee schedules and ensures that the department is adequately staffed during peak times
Assist supervisor in delegating work and assignments to team members. Ensuring they are properly trained to handle assignments
Provide team members with support during all shifts needed
Answers team members' questions and provides advice
Responds directly to customers who need assistance. Provide quick resolution of issues and questions or may aid a team member
Monitor employee performance and note areas for improvement, using an employee evaluation rubric
Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes
Assist in training and onboarding new team members. Monitor new team members' activities and performance during training and onboarding to determine where further training is needed
Answer inbound calls, identify member concerns, research, and resolve problems relating to a variety of issues. Make outbound calls to members as needed
Serves as an escalation point for irate or problematic calls
Assist with special projects as assigned
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Lead Technical Support Representative may be required to perform any other duties assigned to fulfill the objectives of the Cooperative.


EXTERNAL CONTACTS

Residential and Commercial customers
Arkansas Public Service Commission officials
Collection Agencies
Human Services Agencies

POSITION REQUIREMENTS

Job Knowledge, Training, and Experience: Requires high school diploma or equivalent and two years customer services related experience preferred; or three or more years of related experience and/or training combination.

Team leadership - customer service team leads manage teams that can range from a few people to large departments, so effective team coordination and organization skills are vital
Performance evaluation- customer service team leads should also have some experience with employee evaluations to successfully manage their team's growth and performance
Conflict resolution - customer service team leads must quickly and effectively resolve customer issues, particularly when a customer is unhappy with the company's product or service
Problem-solving skills - this role also requires significant problem-solving skills, as a customer service team lead needs to assess the situation when a customer calls or emails and rapidly arrive at a resolution
Equipment Operated: Must be able to operate personal computers and related software. Must be able to use office equipment and telecommunications equipment. Must have a current driver's license without violations that would prohibit insurability.

Physical Effort: Must be able to perform all activities listed in the job description with or without reasonable accommodation.

Working Conditions: This position is performed in an office environment with some irregular work hours. Some travel is required inside and outside of the company's service area. May be required to assist with major outages or system software issues.


OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.



For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

applicantpro.com/j/2061322-126768

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