Lead, Customer Support

Job Summary:

As a Customer Support Lead, you will play a pivotal role in ensuring customer service satisfaction aligned with the team’s success. You will be expected to provide guidance, mentorship, and oversight to deliver exceptional customer support. The ideal candidate will specialize in call monitoring, ensuring the team is effectively logged in and managing calls efficiently. Additionally, this role requires a significant focus on prioritizing and assigning tickets using our CRM software to ensure efficient resolution of customer issues. You will be responsible for analyzing ACD data to identify and address issues within the team promptly. In addition, you will have a strong technical background, basic leadership skills, and a passion for driving continuous improvement in customer service.

Team Leadership:

• Assist Department Manager/Director in leading a team of technical support agents.
• Foster a positive team culture, encouraging collaboration, knowledge sharing, and open communication.
• Provide coaching and mentorship to team members to enhance their technical skills and customer service capabilities.
• Assist in facilitating and organizing and conducting regular team meetings to communicate updates, address concerns, and ensure alignment with departmental goals.

Customer Support:

• Manage the ticket board and assign tickets efficiently according to team schedule ensuring urgent customer issues are escalated and resolved promptly.
• Oversee the resolution of technical issues and inquiries, ensuring a high level of customer satisfaction.
• Act as an escalation point for complex technical problems, providing guidance and assistance to team members.
• Identify trends and systemic issues as they pertain to influx of calls or tickets.
• Collaborate with other departments to resolve customer issues and improve overall service delivery.

Performance Monitoring:

• Monitor and analyze team performance metrics, such as response and resolution times.
• Implement strategies to improve key performance indicators and ensure service level agreements are met.
• Monitor the IVR system ensuring all agents all logged in and available to take calls.
• Analyze ACD data to identify trends, call patterns, and potential issues within the team, implementing strategies to address these in a timely manner.
• Help develop and maintain performance metrics for the team, providing regular feedback, coaching, and training to improve service levels and response times.
• Act as the first point of contact for escalated customer issues, ensuring a satisfactory resolution and a positive customer experience.
• Coordinate with other departments to ensure that customer queries are resolved in alignment with company policies and standards.
• Conduct regular team meetings to discuss performance, updates, and continuous improvement strategies.
• Assist in the recruitment, training, and development of new team members.
• Help develop and update documentation for internal processes, troubleshooting procedures, and best practices.
• Ensure compliance with all company policies, procedures, and quality standards.

Technical Expertise:

• Stay abreast of industry trends and emerging technologies to provide effective technical support.
• Assist team members in troubleshooting complex technical issues and provide guidance on best practices.
• Collaborate with NOC/NE to communicate customer feedback and contribute to product improvement.

Qualifications, Skills and Requirements:

• Proven experience in a technical support role.
• Team Lead or similar supervisory role within the Internet Service Provider space or related telecom industry is preferred.
• Strong understanding of call center operations, including IVR and ACD systems.
• Analytical skills, with the ability to interpret data and identify trends.
• Leadership and team management skills, with focus on team motivation and performance improvement.
• Communication and interpersonal skills, with the ability to handle escalated customer issues diplomatically.
• In-depth knowledge of technical support processes and best practices.
• Ability to analyze data and metrics to drive performance improvements.
• Familiarity with customer relationship management (CRM) systems.
• Ability to work under pressure in a fast-paced environment and make decisions quickly.

Certifications in relevant technologies (e.g.,