Customer Support Lead
: Job Details :


Customer Support Lead

Sage IT

Location: New York,NY, USA

Date: 2019-12-01T05:03:04Z

Job Description:
Responsibilities: * Support Process Management: Monitor support workflows in ticketing and email and ensure that response/turn times are met. * Vendor Management: Responsible for direct daily oversight of call center vendor that is handling our Tier 1 customer interactions. * Continuous Improvement: Review inputs from Analysts & Specialists, own observations, customer data, CSAT scores, department dashboards, reporting and trends to help identify and improve workflows, processes, and knowledge articles. * Knowledge Management: Responsible for the quality of the knowledge base and training materials. Requirements: Bachelor''s degree, or equivalent work experience required * Experience in handling regulatory compliance customer service requests required * Experience handling multilingual support channels * Excellent customer service and communication skills (verbal and written) * Ability to work within customer support ticketing systems (Zendesk, JIRA) * Must be able communicate effectively and tactfully with all levels of personnel (in person, written, telephone * Must be able to pay close attention to detail. * Must be able to handle multiple tasks in a fast paced environment. * Must be able to organize and schedule work effectively * Must be able to work flexible hours, including overtime, if and when necessary. * Must be punctual and have no attendance issues * 3-5 years of experience in a contact center environment or comparable work experience required * Operational process improvement experience required * Experience handling multiple programs simultaneously in a fast paced changing environment required * Experience in handling customer and business escalations required * Experience creating reports using inputs from multiple data sources * Entertainment Industry experience preferred * Knowledge/familiarity of various Digital Content/streaming services * Experience with knowledge management methodologies (e.g. KCS) and understands how to identify opportunities & implement best practices * Proficiency in use of MS Office programs * Intermediate Advanced Excel skills desired Thanks, NirmalaK Sr Account Manager SAGE IT, Inc. Desk x 340
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