Lakeshore Talent

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Lakeshore Talent is partnering with a growing SaaS company out of Broomfield, CO to fill a role for a Technical Customer Support Supervisor. Pay for the role 60K-75K depending on experience and will be eligible for a 10% corporate bonus.

 

This position will be primarily responsible for leading, coaching and providing support to the Technical Customer Support Agents, and external customers on a variety of hardware and software issues. 

 

Core Functions

  • Mentoring of assigned team members to include:
    • Professional behavior
    • Effectiveness
    • Technical acumen
    • Management of workflow
    • Professional growth
    • Communication
  • Handle customer escalations, and advanced case work
  • Manage cross departmental communications
  • Delegate software, and hardware issues accordingly to our representatives
  • Work within and encourage a team environment
  • Lead the team according to continuous improvement strategy
  • Accomplishes customer support objectives by, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Provides oversight on customer issues exceeding standard intervals or customer expectations and appropriately prioritizing within the team – heading off potential escalations before they happen.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing broader scale platform problems.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
  • Other duties and responsibilities as assigned

 

Competencies & Skills

  • Managing customer expectations and deliver with consistency
  • Effectively supervise, lead, and delegate tasks and authority
  • Establish and maintain effective working relationships within all levels of the company
  • Ability to identify negative trends based on metrics and implement corrective actions
  • Ability to identify and articulate gaps within customer support where process change or system enhancements can be made to improve the customer experience
  • Strong communication skills – When communicating with a customer, making sure their issues are thoroughly addressed and do not leave room for interpretation
  • Leading team members to deliver on results targets

Experience & Education

  • 5 years working in  technical help desk environment  
  • 2+ years working in an inbound/outbound contact center environment
  • 2+ years of experience with management, preferably in a contact center environment
  • Bachelor's degree

 

Benefits

  • 3 weeks Paid Time Off, Medical, Dental, Vision, Teledoc services, 401k & Roth; with 2% company match, Short Term & Long-Term Disability and Life Insurance

 

 

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