Responsibilities
- Manage to business processes, which, when implemented, will lead to exceptional performance.
- Manage to a set consistent service delivery key performance indicators as required by functional role.
- Create a cooperative environment where full understanding of the performance and enablers of "best in class" Technical Support team are fully understood across all team members.
- Select and recruit team members with high potential in service delivery.
- Manage timely departmental workflow and productivity, as well as enhance agent experience and knowledge.
- Develop tactical proposals for the department to support company initiatives.
- Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues.
- Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
- Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
- Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations.
Knowledge and Experience
- 5+ years minimum experience in a customer-facing technical support, or equivalent roles.
- Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Strong working knowledge of operational best-practices which govern delivery of technical support.
- Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management.
- Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management.
- Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. Critical thinking; Problem solving. Excellent analytical and problem resolution skills.
- Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Excellent written and verbal communication
- Plans and Aligns: Successfully applies effort toward the planning and prioritization of work efforts necessary to support and satisfy commitments aligned with organizational goals. Objective oriented; Develops initiatives and actions to support objectives; Anticipates and adjusts; Plans for contingencies. Excellent organizational and time management skills.
- Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals. Empowers; Invites input; Fosters visibility and ownership. Ability to lead, train and motivate staff at all levels and cross-functionally.
- Action Oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm. Can-do attitude; Steps-up to challenges; Bias for action. Ability to set goals and meet deadlines at the initiative, project and task level. Ability to delegate appropriately and monitor/measure effectiveness.
- Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Excellent customer service and crisis management skills.
- Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. Ability to work well with all levels of management.
- Strategic Mindset: Possesses the ability to rationalize future possibilities and translate into actionable and breakthrough strategies. Anticipates trends; Develops future/forward-thinking scenarios.
Preferred Knowledge and Experience
- Resilient: Capable of handling setbacks, adversity, and crises effectively and with poise. Maintains positive attitude; Handles pressure; Finds growth in adversity.
- Thought Leader: Recognized as an authority or expert in their field whose opinions are informed and trusted. Innovative; Inspiring; Passionate.
- Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
- Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
- Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process.
- Full knowledge of Client Support, Technical Support, or equivalent operational functions, procedures and quality of service measurement.
- Bachelor's degree in Business Administration or Computer Science preferred.
