- Motivates a team of Technical Support Associates through performance coaching, career planning and setting educational objectives.
- Participates in quality calibration and validation sessions.
- Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.
- Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.
- Facilitates customer resolution for escalated calls and engage the necessary technical support.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
- Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
- Works with operations manager to ensure operational consistency.
- Builds relationship with the operational and technical department management of our key customers.
- Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
- Delivers and exceeds on all Team performance targets.
- Contributes technical solutions to the IT Knowledge Base
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