Senior Technical Support Representative GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy . We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
The Technical Support Department is dedicated to delivering a superior service experience to each of our customers, whether external or internal. The team offers 24/7 service support on a wide range of issues from general billing and financial services to technical support. In alignment with our company?s core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
About the Job
We?re looking for an individual who can lead a team in organizing and supporting the Technical Support Department within our Customer Service Call Center. The desired candidate must be familiar with and understand technical support issues and must be able to troubleshoot and resolve issues. The candidate must be able to communicate effectively to ensure customers receive timely and quality service.
Assign and monitor duties & tasks throughout the Technical Support team
Aid in the development of the Technical Support Representatives team by coaching; visually monitoring; and providing developmental feedback, statistics and analysis for improved performance and increased productivity
Resolve customer escalations, monitor trends, and work closely with Supervisor, team members, and other departments to determine solutions and apply process improvements
Research and analyze data including statistical reporting and tracking
Prioritize and balance multiple tasks or projects at any given time, while keeping organized, and not sacrificing quality
Develop excellent working relationships with all departmental teams related to the porting processes
Identify problems, track and resolve requests reported by the Technical Support Department
Provide feedback & solutions to support customers efficiently by troubleshooting problems in accordance with defined targets and procedures
Coordinate with other departments to identify issues and trends
Report regularly to the Supervisor regarding trends or changes to the tactical plan to ensure successful performance
Assure all Company and functional policies as well as standard operating procedures are adhered to
Work closely with the team to promptly address any issues to assure compliance and operational efficiency
Demonstrate high standards of professionalism and integrity by consistently adhering to the Company?s Policies at all times and in everything he/she does as a representative of the Company
Mentor representatives and provide valuable knowledge in support of team performance
Perform all other job duties as assigned by leadership & management
Flexibility to work various shifts including evenings, holidays, and weekends
Education: Minimum of High School Diploma
Experience: Minimum of three (3) years of customer service and/or telesales call center experience taking inbound calls or placing outbound calls to customers. Minimum of one (1) year experience leading a team and/or managing performance, projects, or multiple priorities/projects.
Education: Associate?s Degree in Business or related field.
Experience: Five (5) years of relevant experience in customer service. Three (3) years of experience within wireless or telecommunications industry. Two (2) years experience in a Lead role managing assignments/projects. Three (3) years of technical support/LNP call center experience. Excellent planning, organizational, and conflict skills required, as well as, oral and written communication skills. Advanced knowledge of Microsoft Office applications, including Excel. Candidate must be able to multitask and prioritize workload in a dynamic environment, and be able to work effectively in a team environment to accomplish organizational goals.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com/careers
||Carlsbad, CA |
THIS JOB HAS EXPIRED