Technical Support Representative Team Lead

About This Role

Lead, support, and manage an assigned team of Technical Support Representatives to successfully achieve departmental and company goals while resolving technical issues through various communication methods.

Responsibilities

• Work in a fast-paced communication center to resolve technical issues via inbound phone calls, emails, alarms, and chat
• Lead, support, and manage an assigned team to successfully achieve departmental and company goals
• Delegate tasks smartly while also performing some technical tasks
• Help the organization improve by demonstrating responsibility and thoroughness
• Utilize multiple computers and databases to record the results of interactions

Requirements

• 2+ years experience within a contact center as a Team Lead
• High School diploma or General Education Degree
• Strong leadership skills
• World-class customer service skills
• Active listening skills
• Conflict resolution and problem-solving capabilities
• Proficient computer skills in remote desktops, G-Suite and OS navigation
• Ability to lead a team of 3 or more people
• Excellent communication and interpersonal skills
• Demonstrated proficiency in typing and grammar
• Ability to organize documents and records as well as detailed note taking
• Demonstrated proficiency in BAS, HVAC and relay logic lighting controls

Qualifications

• High School diploma or General Education Degree
• Minimum of 2 years experience within a contact center as a Team Lead

Skills

* Required skills

Benefits