Technical Support Team Leader

About the Role:

First and foremost you are an excellent coach. Your task is to give agents feedback identify root causes of performance issues and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say 'This isn't good and here's why') keep the customer experience at the center of every conversation create SMART goals for improving performance and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.

Day-to-Day Responsibilities:

• Closely monitoring agent performance primarily in terms of quality productivity and attendance metrics with a primary goal of maintaining quality assurance scores above 90%

• Providing frequent coaching to agents based QA feedback metrics customer survey responses and your own ticket observations

• Occasionally handling angry customer escalations

• Ensure schedule adherence by agents and desired productivity levels

• Maintaining coaching logs and providing regular written feedback to agents

• Comfortably navigate our support environment which includes tools such as Zendesk Metabase and Five9

• Listen to team members’ feedback and resolve any challenges or conflicts

• Initiate consequence management steps in the case of low-performing team members

• Delegate tasks to high potential team members to build a culture of learning and development in the team

• Suggest and lead team building activities for team motivation

Profile Must Haves:

• +3 years of team leader experience-you've directly led and supervised a technical support team

• +3 years of coaching experience - you've been directly responsible for helping others improve their performance

• +2 years of customer service experience - you have been in a customer-facing position

Skill Set requirement:

• Minimum 2 years of Team leader experience

• Excellent communication skills

• Strong computer skills especially MS-Office

• Ability to motivate the team towards defined goals

• Strong negotiation skills & self-confidence

• Thinks outside-in - placing company & customer interests above team

• High on integrity & analytics skills

System Requirements

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection.