Published Date: 2023-09-21
Application Deadine: 2023-09-30
Job Duties & Responsibilities:
- Mentor a team of 12 agents.
- Ensure that all customer inquiries and issues are logged and solved correctly and in a prompt and professional manner.
- Follow up task escalated by team and Supervisors
- Talk to the customer, when fellow team member needs immediate assistance.
- Act as a mentor and provide oversight, coaching, and training to technical support agents.
- Monitor call queues, agent’s queue time, and agent’s daily throughput.
- Conduct periodic knowledge sharing sessions to reduce errors to improve efficiency.
- Handle escalated issues by utilizing problem solving skills and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.
- Coach and train support personnel in processing inbound calls from customers while maintaining a high-level of customer satisfaction and exceeding department goals during peak call volumes.
- Resolve and provide guidance to agents for escalated technical issues
- Participate in team meetings for escalated issues to provide faster resolution
- Conduct team huddle on weekly basis
- Record and track team SLAs and workflows
- On-board new technical support team members
- Work to create any relevant support material for the team
- · Review all technical support related processes and documentation for continuous improvement