Support Desk Lead

2 months ago

Rocklin, United States Solomon Page Full time

We are looking for a Remote Support Desk Lead for a top fashion company. The Support Desk Quality Assurance Lead is responsible for ensuring high standards of service and efficiency within the support desk operations. This role involves reviewing and analyzing Voice of the Customer feedback, tracking, and trending support interactions, and addressing issues to enhance overall service quality. The Lead will use critical thinking skills to work in partnership with leadership to establish effective processes, solve complex problems, and work flexibly to meet the needs of the business.


Responsibilities:


  • Voice of the Customer Analysis: Review and analyze feedback from various channels (calls, chats, tickets) to identify trends and issues. Contact stores for follow-up and summarize feedback to provide actionable insights for the Managed Service Provider (MSP).
  • Feedback Tracking and Trending: Monitor and trend feedback data to recognize patterns and areas requiring attention. Develop reports to track performance and identify opportunities for improvement.
  • Quality Review: Conduct weekly reviews of support interactions, including calls, chats, and tickets. Provide guidance and recommendations to MSPs, ensuring that issues are addressed and resolved in a timely manner.
  • Process Improvement: Utilize critical thinking skills to refine processes, address problems, and enhance the efficiency of support operations. Collaborate with MSP leads, training teams, and documentation teams to ensure alignment and effectiveness.
  • Flexible Scheduling: Adapt to changing business needs by working a flexible schedule. This may include occasional adjustments to work hours to support business requirements and ensure continuous improvement.


Required Qualifications:


  • Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
  • Critical Thinking: Demonstrated use of critical thinking skills to solve complex problems and develop effective processes.
  • Communication: Excellent verbal and written communication skills for interacting with stores, MSPs, and internal teams.
  • Experience: Previous experience in quality assurance, support desk environments, or similar roles is preferred.
  • Flexibility: Willingness to work a flexible schedule to meet the evolving needs of the business.


If you meet the required qualifications and are interested in this role, please apply today.


The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.


About Solomon Page


Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.


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