Technical Support Representative IV - Team Lead

Facility Solutions Group, Inc.•Round Rock, TX

21h

About The Position

Facility Solutions Group is dedicated to timeless contribution and service in lighting, electrical, energy, and technology fields. Our mission is to consistently provide our customers with superior value through quality products, service and support by contributing to the quality of life of all employees. As one of the nation’s largest single-source providers of lighting and electrical products, electrical services, electrical construction, and energy management solutions, Facility Solutions Group is expanding their staff and seeking a Team Lead, Technical Support Representative IV, to join the Round Rock, TX team. As a Team Lead, Technical Support Representative IV, you will work in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. The Lead Technical Service Representative will lead, support and manage an assigned team to successfully achieve departmental and company goals. The candidate should have the ability to delegate tasks smartly, but they must know that they have to perform some technical tasks themselves. We want a responsible candidate who will leave no stone unturned to help the organization improve. You’ll utilize multiple computers and databases to record the results of interactions.

Requirements

Strong leadership skills with the ability to motivate and inspire a team
World-class customer service skills
Active listening skills
Conflict resolution and problem solving capabilities
Proficient computer skills in remote desktops, G-Suite and OS navigation
Ability to lead a team of 3 or more people
Excellent communication and interpersonal skills
Demonstrated proficiency in typing and grammar
Ability to organize documents and records as well as detailed note taking.
Demonstrated proficiency in BAS, HVAC and relay logic lighting controls
Minimum of 2 years experience within a contact center as a Team Lead
High School diploma or General Education Degree

Responsibilities

Conducting individual and team skills gap analysis
Assist in developing technical training courses for various levels (beginners, intermediate and advanced)
Creating and standardizing the procedures for producing reports
Running performance evaluations on current systems
Provides answers to clients by identifying problems; researching; guiding client through corrective steps
Research required information using available resources
Monitor established service level agreements and calls for quality assurance
Identify and escalate priority issues per Client specifications
Act as technical and soft skills lead for assigned team(s)
Contribute to internal knowledge base
Performs adhoc training for team members during low volume periods and as required
Improves system performance by identifying problems; recommending changes
Follow up and make scheduled callbacks to customers where necessary
Stay current with system information, changes and updates