Team Captain, Client Services

Intermedia Intelligent Communications

4d•Remote

About The Position

Intermedia is seeking a Technical Support Team Captain to join our award-winning Client Services organization. We’re actively recruiting for a candidate who is technically proficient and dedicated to managing a technical support team, as well as contributing to the daily support operation. The successful candidate will have a passion for leadership, employee development, and mentoring. Team Captains also contribute to projects related to strategic process improvements and customer experience. The successful individual will have extensive experience with people management, advanced technical knowledge of cloud communication, and a high level of expertise managing remote agents preferably in a call center environment. Our working environment is unique! If you share our desire for delivering on the ultimate team success, excited to hear from you!

Requirements

Bachelor’s degree or equivalent combination of education and/or 5 -7 years of experience in Technical Support or a customer facing technical role.
3+ years of experience in a managerial role, preferably in a remote environment.
3+ years’ experience of successfully working in a Technical Call Center Environment.
SSCA, SSVVP, CompTIA Network+ Certified
Exceptional written and communication skills
Well-versed in cloud communication products
Advanced technical knowledge of Cloud Communication Voice Services.
Experience managing others in a virtual environment.
Excellent written and verbal communication skills.
Strong interpersonal skills.
Experience working in a virtual environment.
Ability to delegate effectively, select, train, and motivate others.
Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
Proficient in Microsoft Applications including Word, Excel, Outlook, and Microsoft Project
Excellent organizational skills and an aptitude for detail.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to work independently and collaboratively.
Ability to handle multiple projects simultaneously and work under stringent deadlines.
Self-motivated
Demonstrated Time Management skills.
Ability to remain level-headed in a high-pressured environment.
Advanced problem-solving & analytical skills.
Ability to analyze data and identify trends
Constantly striving for Excellence in Customer Experience.

Responsibilities

Highly experienced managing support teams in a remote environment.
Assist with daily operations and manage a team of support specialist to provide proactive and reactive support to customers and partners.
Effectively communicate and coach to performance expectations on case quality and customer interactions.
Provide extensive coaching related to Intermedia’s product suite.
Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders.
Monitors call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence.
Meet or exceed operational and customer support experience metrics targets.
Evaluates, prepares, and conducts weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance.
Strong ability to adapt to policy and procedure changes.
Manage Footprints and Oracle Soft Cloud case workload.
Create and maintain both internal and external support documents.
Assist during major incident handling procedures in the event an outage occurs. This may include executive and customer facing communication.
Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA.
Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director.
Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment.
Strive daily to provide a Worry-Free Experience to customers and internal clients.