Service Delivery Leader

CAI•,

7d•$65,000 - $67,000•Remote

About The Position

As a Service Delivery Leader, you will be responsible for leading a technical product support team in support of a corporate tax software global product line. This is a leadership role responsible for the day-to-day performance, development, and quality of a team of support agents while serving as the senior technical escalation point and subject matter expert for the account. Reporting to the Service Delivery Manager, the Service Delivery Leader will be the singular point of contact for a team comprised of 12 agents or more. They will own case queue monitoring and management, coach and develop agents to proficiency, drive customer experience outcomes, and report on overall team status to senior leadership. In addition to leading the team, the Service Delivery Leader will provide Level 2 technical support for issues escalated by Level 1, troubleshooting moderately to highly complex problems across product functionality, data, calculation, and technical integration. This position is full time and remote. Only work authorizations that will not require sponsorship now or in the future will be considered.

Requirements

Minimum 1–3 years lead and/or supervisory experience in an Application Support or technical support role
Minimum 1–3 years hands-on Application Support or Technical Support experience (e.g., Product Support Specialist or Technical Support Analyst)
Degree in Information Systems or Computer Science (preferred) or equivalent experience
Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools
Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate financial applications and concepts
Working knowledge of computer terms, languages, and database concepts (Oracle, SQL Server, etc.)
Familiarity with common ERP systems and concepts, as well as corporate financial principles and related financial software
Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce, and ITIL principles
Customer technical product support experience analyzing, resolving, and routing customer inquiries
Analytical problem solver with strong attention to detail
Excellent work ethic; self-motivated and a fast learner
Ability to work independently and follow through on open tickets without supervision
Team-oriented, with the ability to confidently make quick decisions using resources and independent judgment and to provide timely statuses to customers and stakeholders
Proven ability to handle difficult customer situations while remaining positive and customer focused
Ability to manage stress in a busy, and at times demanding, call center environment
Awareness and appropriate handling of sensitive proprietary information
Strong written and verbal communication skills; using consideration and tact and conventions proper to the situation
Ability to work an on-call rotation

Nice To Haves

Certifications in databases, Java, or web services
Knowledge of UNIX/Linux and relational database concepts
Knowledge of environmental variables and compilation commands for operating systems and programming languages
Knowledge of ITIL principles

Responsibilities

Serve as the singular point of contact and subject matter expert for a team comprised of 12 agents or more
Monitor agent and team performance, addressing case queue concerns and balancing workload across the team
Coach agents to proficiency in case resolution, providing ongoing feedback and development
Mentor and train new team members, and provide work leadership and assistance to less senior staff
Report directly to the Service Delivery Manager on team status, risks, and concerns
All other leadership duties as assigned
Provide 24x7 on-call support by rotation as dictated by business drivers
Own case queue monitoring and management to ensure timely, high-quality resolution and adherence to SLAs
Drive positive results in Customer Experience through timely response and professional interaction
Provide consistent communication with customers and stakeholders to effectively manage expectations
Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business to drive a mutually agreed upon outcome
Demonstrate self-direction in meeting team monthly metrics and individual performance targets
Report to senior leadership on overall team status and performance against key metrics
Act as the senior technical escalation point, providing Level 2 support for issues escalated by Level 1
Analyze and resolve moderately to highly complex technical and software-related problems
Troubleshoot issues across product functionality, data, calculation, and technical integration
Collaborate with appropriate resources to identify root cause
Support incoming requests via call, email, the client's web portal, ITSM tool, and ACD system as necessary
Log, update, and verify all work activity within ITSM tools, resolving or routing tickets to the appropriate team
Become and remain a technical subject matter expert across the scope of applications the team supports
Contribute to creating and updating knowledge base articles, sharing knowledge across the team
Work on internal projects with the team when necessary