Technical Director

1 month ago

Marysville, Ohio, United States UrBench Full time
Job Description

At UrBench, we are seeking a skilled Technical Lead to oversee and support our process by reviewing daily transactions on performance parameters.

Key Responsibilities:

  • Review performance dashboard and the scores for the team to identify areas for improvement.
  • Support the team in improving performance parameters by providing technical support and process guidance.
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Ensure standard processes and procedures are followed to resolve all client queries.
  • Resolve client queries as per the SLA's defined in the contract.
  • Develop an understanding of process/product for the team members to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot most occurring trends to prevent future problems.
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
  • Ensure all product information and disclosures are given to clients before and after the call/email requests.

Requirements:

  • Effective diagnosis and troubleshooting of client queries.
  • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements.
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's.

What We Offer:

  • Mentorship and guidance to Production Specialists on improving technical knowledge.
  • Opportunities for professional growth and development.
  • A collaborative and dynamic work environment.

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