What are the responsibilities and job description for the Team Lead Tier 1 Support position at EarthLink?
Job Title: Team Lead – Tier 1 Support
Position Summary: EarthLink is seeking a Team Leader to join our Sales and Support team to provide customer service and support to our valued customers.
Responsibilities include supervising a team of Tier 1 Technical and Customer support agents, ensuring agent compliance with EarthLink policies and procedures, and providing customer service to EarthLink customers as needed. For this role, you will work closely with technical support, Product support, and EarthLink Sales and Support management staff to ensure that issues are resolved and communicated with timeliness, professionalism, and with a focus on Earthlink’s values and goals.
Responsibilities include supervising a team of Tier 1 Technical and Customer support agents, ensuring agent compliance with EarthLink policies and procedures, and providing customer service to EarthLink customers as needed. For this role, you will work closely with technical support, Product support, and EarthLink Sales and Support management staff to ensure that issues are resolved and communicated with timeliness, professionalism, and with a focus on Earthlink’s values and goals.
We strive to constantly exceed expectations both internally and externally, while providing our customers with reliable and affordable products.
What You’ll Do:
- Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer and business needs daily.
- Support Tier 1 agents by holding them accountable for their performance and leveraging a balanced approach to providing targeted feedback
- Demonstrate an understanding of the behaviors and best practices required to create an excellent customer experience, including technical and customer service capabilities, and ensure agents can Serve, Solve, and Sell in every customer interaction
- Address and resolve team members internal concerns and questions
- Ensure agents receive the appropriate tools, training, and support to apply skills and knowledge
- Meet key performance indicator metrics for call performance measurements and KPI targets
- Interact with other Supervisors on the team and various support functions, including Quality and Training teams.
What You’ll Need:
- High School Diploma or GED
- 2 years of customer service experience
- Strong customer service and communications skills
- Computer Proficiency, ability to type and learn new software
- Ability to work with and coach a Team in a fast-paced environment
- Effectively manage multiple priorities in a timely manner
Supervisory Responsibilities: Yes
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
This is not a remote position. You must be able to commute to our Norton, VA facility daily.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
