RESPONSIBILITIES

📍Manage and monitor daily team priorities based on volume and capacity to ensure metric goals are met 📍Ensure team members are providing quality customer support and escalate concerns to leadership. Provide mentorship to customer support agents on resolving customer issues 📍Lead high impact projects centered around ongoing customer experience improvements. Provide the team with clear communication on the why behind changes implemented in the support organization 📍Identify operational gaps and provide solutions. Assist in the implementation of solutions and work cross-functionally with customer success/operations engineering teams 📍Provide standardized and regular 1:1s with customer support associates reviewing key metrics and providing training and education 📍Update leadership on trending customer issues and track issues effectively 📍Field questions from customer support associates, and provide support and guidance 📍Own transfer of knowledge from the preceding shift lead to the following shift lead 📍Analyze team metrics to provide feedback on improvement opportunities 📍Triage and resolve customer issues across multiple channels (digital, voice, etc.) 📍Collaborate with internal teams; create and improve troubleshooting workflows, and resolve root cause issues

BASIC QUALIFICATIONS:

📍High school diploma or equivalency certificate 📍1+ years of experience troubleshooting a consumer or enterprise product 📍1+ years of experience mentoring, coaching, or training other associates

PREFERRED SKILLS AND EXPERIENCE:

📍3+ years of experience troubleshooting a consumer or enterprise product 📍3+ years of experience in a front line technical support role diagnosing, troubleshooting, or repairing technology products 📍Experience with reporting tools such as Excel and SQL dashboarding, reporting and visualization platforms 📍Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership 📍Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations 📍Excellent empathy, active listening, and resiliency skills 📍Strong attention to detail and excellent time management 📍Experience configuring and troubleshooting smartphones, tablets, and smart appliances operating on Windows, Linux, iOS etc. 📍Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.