Help Desk Support Lead

1 month ago

San Antonio, United States San Antonio Shoe, Inc. Full time
Help Desk Support Lead

Company Profile

San Antonio Shoemakers (SAS), a San Antonio, Texas based company, has been in business for over 40 years and has developed a reputation as a premier American manufacturer of high quality comfort footwear.

Position

SAS has an opening for a Help Desk Support Lead, who will provide technical support to Retail and corporate locations through telephone and email correspondence.

Job Responsibilities
  • Give specific directions to the customer desk team members to enable them meet specific customer needs.
  • Create and manage both intra-team and inter-team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses.
  • Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members.
  • Appropriately escalate issues to other departments for resolution as required.
  • Implement a central problem management route for information management users to handle queries and complaints.
  • Providing satisfactory explanations and solutions to customer questions and issues to gain their confidence.
  • Establish and follow measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation.
  • Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues.
  • Keep adequate records of all activities in the help desk department and present them to management upon request for evaluation.
  • Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance.
  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.
  • Responsible for hiring, training and supervising the POS team.
  • Flexible to work overtime, weekends, or flex schedule depending on business needs.
  • Must exercise confidentiality
Job Qualifications
  • Problem solving: Demonstrated effective problem-solving skills.
  • Help Desk supervisory experience: Prior experience supervising a help desk or technical support role.
  • Verbal communication: Excellent verbal communication skills.
  • Effective listening skills: Demonstrated active listening skills
  • Proper phone etiquette: Maintain proper phone etiquette.
  • PC proficiency: Demonstrated knowledge and ability to use computers and technology.
  • Must be a self-starter with the ability to take initiative by being proactive, asking questions or for help as needed, offering assistance to colleagues, actively finding opportunities to improve processes.
  • Multi-tasking: Able to properly prioritize, delegate, and handle multiple responsibilities at the same time.
  • A history of working collaboratively or independently.
  • Must be accountable for their actions.
  • Be respectful at all times.
  • Be self-motivated, dependable, disciplined, and be focused on producing high-quality work.
Physical Requirements
  • Must be able to lift 15 lbs.
  • Must be able to sit or stand for 8 – 10 hours.
  • Manual dexterity and coordination
  • Required to have close visual acuity to perform an activity such as viewing a computer, visual inspection, and prepare and analyze projects.
  • Comfortable using a computer.
Education & Experience Requirements
  • Bilingual English / Spanish speaking a plus.
  • Expert in Microsoft Office is a must.
  • Experience in Microsoft D365 or equivalent ERP system.
  • POS experience, specifically Prism or RPRO experience is a plus.


I have read and understand the duties, responsibilities and qualifications of this position and acknowledge that I can perform the essential functions of the job with or without an accommodation. I also understand that this is a summary of this position’s duties and other responsibilities may be assigned as the company deems necessary.

SAS is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/ Affirmative Action Employer, making decisions without regard to-race, color, religion, gender, gender identity or expression, sexual orientations, national origins, disability status, age, marital status or protected veteran class. No phone calls or agencies please.

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