Acting Connected Home Advanced Tech Lead

Asurion

2d•Remote

About The Position

The Connected Home Advanced Tech Lead primarily will provide answers, assistance, resolution, and general inquiries to front line experts for Whole Home and Connected Home products. The Advanced Tech Lead will also be responsible for working with appropriate parties in other Customer Solutions departments (i.e. Client Services, Operations and Business Support, etc.) to resolve issues as they arise. According to department needs, duties may include owning customer escalations, drafting written internal or external communication pieces and special projects. Candidates must possess the ability to make sound business decisions that stay within the guidelines set by the company yet maximize customer satisfaction. Performance in this role is measured by individual and team objectives.

Requirements

Strong knowledge of proprietary Asurion/client specific software applications
Strong knowledge of Whole Home/Connected Home Solutions and Technology
Flexible schedule – Must be willing to work any shift within hours of operation
Excellent verbal and written communications skills.
Ability to work independently, with strong out-of-box analytical reasoning.
Internet savvy, strong knowledge of Microsoft Office product suite.
Proven commitment to deliver exceptional customer service
Proven ability to work well with external and internal customers
Proven ability to analyze and recommend business actions.
Strong organizational, administrative, and time management skills.
Ability to foster teamwork, and partner across functional areas and within connected home to deliver seamless service to internal/external customers.
Ability to achieve goals, in a fast-paced, changing work environment.
Detail oriented with exceptional written and telephone skills.
Active listener; strong communication - verbal and nonverbal
Good analysis; solves basic problems
Manages time; takes direction from leader
Builds relationships with teammates
Strong understanding of the connected home products and services offered
Adaptable to change; manages change in work priorities
Contributing team member and pursues relationships to advance work
STRONG ability to multitask
Inspires peers through engagement and team support
Accountable for own performance and supporting efforts of team, acting with a customer first mindset.
Must have a minimum of 6 months tenure in current role
Performance rating must be Strong or above
Not enrolled in PIP, Written Warning, Final Written Warning, or higher disciplinary action
Connected home products knowledge required (VHDP, HTP, ATC, HOME+)
At least 6 months on the job experience in connected home products (VHDP, HTP, ATC, HOME+)

Nice To Haves

Already working in a remote/WAH position preferred

Responsibilities

Promptly respond to requests from frontline experts and field partners for next level assistance and escalation support
Be an expert and up-to-date in all Whole Home Technology
Capture and share trending information to enhance frontline knowledge
Document all interactions with customers and experts in appropriate systems
Analyze individual and team statistics and identify ways to effectively increase performance
Work as liaison to other Customer Solutions departments to identify subscriber service issues and to improve processes.
Resolve highly complex escalated issues and re-sell the benefits of Asurion products and services. Rebuild relationships; perform required research and follow-up with frontline experts to provide resolution for customer inquiries, complaints, problems and/or issues.
Proactively communicate process improvement opportunities to reduce escalations and improve customer satisfaction.
Track trends and issues front line experts are requesting about, program issues, product and service related problems for analysis and make recommendations to management, product and service improvement.
Perform other duties and special projects as assigned including (but not limited to) preparation and delivery of team meetings and CADs.
All other duties as assigned.