Service Desk/Customer Support Tier 1 Team Lead

4 weeks ago

Campbell, United States CareerBuilder Full time

As the Service Desk/Customer Support Tier 1 Team Lead, you will be responsible for leading a team of Tier 1 support agents in delivering exceptional customer service and technical support. You will ensure that the team provides timely and effective resolutions to customer inquiries, technical issues, and service requests. Additionally, you will play a key role in maintaining high team morale, fostering a culture of continuous improvement, and collaborating with other teams to enhance overall customer satisfaction.

Responsibilities:

Team Leadership:

Provide leadership, guidance, and mentorship to a team of Tier 1 support agents.

Set clear performance expectations and goals for team members and ensure they are met consistently.

Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.

Motivate team members to achieve individual and collective targets while maintaining high morale.

Customer Support:

Oversee the handling of inbound customer inquiries, technical issues, and service requests via various channels (phone, email, chat, etc.).

Ensure that Tier 1 support agents deliver prompt, courteous, and accurate responses to customers.

Monitor ticket queues to prioritize tasks and ensure timely resolution of customer issues.

Escalate complex or unresolved issues to appropriate teams or higher tiers of support as needed.

Quality Assurance:

Implement and maintain quality assurance processes to ensure the delivery of consistent and high-quality support services.

Conduct regular evaluations of support interactions to identify areas for improvement and provide constructive feedback to team members.

Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores, and take corrective actions as necessary.

Training and Development:

Coordinate training sessions to onboard new team members and provide ongoing training to enhance their skills and knowledge.

Identify training needs and opportunities for skills development within the team.

Foster a culture of continuous learning and improvement by encouraging participation in training programs and certifications.

Documentation and Knowledge Management:

Ensure that support documentation, knowledge base articles, and troubleshooting guides are up-to-date and easily accessible to team members.

Encourage knowledge sharing among team members and contribute to the expansion of the knowledge base.

Implement strategies to capture and disseminate insights gained from customer interactions to improve overall service delivery.

Qualifications:

Bachelor's degree in a related field or equivalent work experience.

Proven experience in a customer support or service desk role, with at least 2 years in a leadership or supervisory capacity.

Excellent communication skills, both written and verbal.

Strong problem-solving abilities and attention to detail.

Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

Proficiency in using support ticketing systems, customer relationship management (CRM) software, and other relevant tools.

Familiarity with ITIL 3 or 4 or other service management frameworks is a plus.

Certification in customer service or IT support (e.g., HDI Support Center Team Lead, ITIL Foundation) is desirable.

Have experience with customer service projects.

Microsoft Certified Azure Fundamentals or Equivalent. Or MCITP and MCSE

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