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Job title: Team Lead – Support Job Family: Support Region: North America Role: Team Lead
A mid-level position, responsible for providing front-end technical support to customers and proactively enabling customer self-service.
Key Results Areas:
Primarily responsible for issue/queue management and accountable to improve quality of service delivered to customers
1. Queue management:
Monitor new issues in the North American queue and make sure the issues are picked as per severity and do not expire in the queue
Responsibility of maintaining SLA targets
Monitoring of continues engagement on tickets moved to engineering
2. Reviewing chat transcripts:
Review chat transcripts and provide necessary feedback to chat engineers in effort to reduce chat issues moving to phone support and improve quality of service on chat issues.
3. Issue reviews – responsible for doing below issue reviews and rate the engineers and provide feedback:
Day 1 issue reviews
Day 5 issue reviews and move the issues to chasers/backline appropriately
Aged issue reviews
Help improvise issue documentation
4. Issue handling time:
Monitor and work towards improving and reducing engineer issue handling time.
5. Survey Follow-up:
Reach out to dissatisfied customers and take necessary measures to avoid future Dsat’s
6. Identify need of trainings and make necessary recommendations to North America team managers.
7. Provide weekly/fortnightly review reports to North America team managers.
Typical Role Definition:
Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.
Job-Specific Authority and Scope:
Generally, works with consulting their manager.
Independent decisions are made daily.
Examples of typical decisions:
Work with the customer and Arcserve resources to meet customer objectives.
Determine priorities of customer issues.
Recommend solutions to customers.
Typically has no direct reports
North America region coverage
Typically has a global geographic focus.
Bachelor’s Degree or global equivalent in Computer Science or related discipline. Master’s degree or global equivalent a plus.
Role Specific Competencies:
Typically, 6 or more years of related professional experience.
The candidate must be proficient with the Arcserve product or solution that they will be supporting. In the case of a new hire or product reassignment, the lead will be expected to make use of their previous experience (Arcserve products or external experience) to establish Team Lead level proficiency.
Skills & Competencies:
Proficient customer service skills.
Excellent communication skills; written, verbal and social media.
Accountable to improve the quality of service.
Ability to perform troubleshooting and apply analytical skills in complex environments.
Possess good teamwork skills.
An ability to handle and resolve high pressure situations.
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