Technical Support Specialist- Level 2

Panasonic•Leawood, KS

6h•$21 - $23

About The Position

Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview within their day-to-day operations. We are known for our top-notch customer service, and our agents play a significant role in building and maintaining this reputation. Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview within their day-to-day operations. We are known for our top-notch customer service, and our agents play a significant role in building and maintaining this reputation. Call Center Agents work closely with the Support Manager to assist in the day-to-day operation of the Help Desk. When the Support Manager is not in the office, Level 2 agents are expected to fulfill essential management duties in addition to their regular tasks to maintain operations. Additionally, they may be called on to fulfil any of the duties of a standard Level 1 agent as required.

Requirements

Available to work anytime between the hours of 8am-9pm M-F, and 8am-6pm S-S. Evening and weekend shifts are scheduled on a rotating basis
Previous customer service experience required
Professional in all internal and external interactions
Comfortable using technology and learning new software applications
A motivated self-starter who can identify opportunities for improvement and implement plans under the direction of the Call Center Supervisor
A logical thinker who utilizes available resources
A creative problem-solver
Organized and able to manage competing priorities
Approachable and able to build good rapport with the Help Desk team and with customers
An excellent communicator (written and oral), who can effectively present complex information in a clear and understandable fashion
Above-average technical knowledge of Clearview and QSS processes
Strong active listening skills
Good general computer and internet skills
Strong attention to detail
Outstanding interpersonal skills, with emphasis on customer focus, teamwork, and relationship-building

Nice To Haves

Bi-lingual in French is preferred

Responsibilities

Daily management of Help Desk Ticket system, ensuring all processes and guidelines are followed, and that new tickets are handled consistently with historical tickets to maintain quality control
Prioritizing tickets for the Code Gnomes maintenance team
Overseeing the L2 tickets queue and escalating issues as they arise
Monitoring tickets and feedback for developing issues or trends
Handling escalated calls from customers and vendors
Managing correspondence with 3rd party vendors for support-related issues, including regular reports and status updates as well as ad hoc
Conducting regular supplier audits
Attending customer meetings as required
Evaluating existing processes for efficiency and effectiveness, and making recommendations for improvement where needed
Continually assessing the Help Desk team’s knowledge (individually and as a group) to identify gaps, deficiencies, and training opportunities; liaising with Training department as appropriate to address these opportunities through documentation, training sessions, or other means
Monitoring incoming call volume and queues
Attending daily stand-ups and/or other internal meetings as needed as a representative of the Help Desk
Acting as a Subject Matter Expert for Clearview to answer questions and provide support to the Help Desk team as needed
Thoroughly troubleshooting a wide variety of escalated tickets
Placing outbound calls to customers to provide updates and follow-up
Executing on special projects as needed

Benefits

Health Benefits – Medical, dental, and vision.
Voluntary Benefits – Life, accident, critical illness, disability, and pet insurance.
Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions.
Paid Time-Off Benefits – PTO, holidays, and volunteering (company sponsored events)
Health Management and Wellbeing Programs – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program.

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