Technical Support Lead
ecoATM | Gazelle•Louisville, KY
About The Position
Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.
Requirements
- High school diploma, GED, or equivalent work experience required
- 3+ years customer service experience to include technical support or call center required
- Experience with ticket tracking software and technical documentation required
- Motivates support agents, monitoring service levels
- Ability to make sound decisions, multitasking, and resolving escalated calls
- Provides feedback on agent performance, and suggestions for process improvements to management
Responsibilities
- Responsible for managing MS Queues and ensure field services is dispatched in a timely manner
- Ensure that agent utliize time management skills and are available as much as possible
- Must be available to work nights, weekends, holidays as department provides 16 hours a day, 7 days a week support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
