Support.com is a full-spectrum leader in technical support solutions for businesses and consumers. With more than 20 years of serving well-known brands, we have the expertise, tools, and software solutions to troubleshoot and maintain PCs and Macs, iOS and Android, and all the devices in the connected home — including home automation systems, home theaters, wearables, gaming systems, and even drones. To read employee reviews here
North Carolina, Indiana,Wyoming, Oklahoma
Tennessee, Alabama, Arkansas, South Carolina
Utah,Nebraska,Missouri,Wisconsin,Nevada
USA,Kentucky,Kansas,Florida,Pennsylvania
Iowa, Mississippi, Texas, Idaho, Illinois, New Hampshire, Louisiana, Ohio, Georgia, Virginia,
Skills:
Excellent written and oral communication skills
Strong desire to HELP
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast-paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30+ words per minute
Sales ability to close a sale
Qualifications:
1 year of related experience in a customer service environment
Must be willing to HELP customers
Demonstrated good attendance with the previous employer(s)
Ability and desire to overcome customer objections
Ability to follow guided paths to solve customer questions/concerns
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Position Summary: Responsible for day-to-day coaching of Experts who deal with customer inquiries by phone, in writing, or other customer contact venues. Works with leadership teams to identify problems and improve customer service levels. Communicates company and unit policy, procedures, and practices either orally or in writing to staff, customers, other departments, and/or senior leadership. Resolves routine and/or escalated customer service problems. Responsible for ensuring staff has the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job. Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time, and availability. Writes and conducts performance evaluations; may assist in employment decisions and setting performance has goals and objectives; may suggest methods to improve customer satisfaction.
Essential Duties & Responsibilities:
Coaches a team of 15-20 home-based Experts. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity, and attendance.
Monitors individual calls and provides feedback regarding quality and call handle time
Presents monthly achievement levels and goals to the assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives, and provides
Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
Responsible for communicating policy updates and company information through team meetings, pre-shift briefings, and one-on-one development sessions.
Handles escalated customer issues and work directly with customers to bring about resolution in a timely and efficient manner.
May perform other related duties and responsibilities as assigned and/or required.
Job Requirements:
At least one year of supervisory experience in a Call Center; preferably supporting a Healthcare plan or PBM.
High School diploma or equivalent related experience.
Demonstrated leadership skills to effectively develop and lead a high-performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution, and handling difficult customer situations in a proactive and positive manner.
Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.
Demonstrated coaching and counseling skills used to effectively develop high-performing employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
Takes on all issues, challenges, and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.
Minimum Qualifications & Requirement
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of BPO turnkey Contact Center support services and software. Support.com services and products help leading brands deepen their customer relationships. Our clients want people enabled by technology to work the way our clients intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty, and growing revenue.
As a member of this best-in-class technology services team you will:
Answer inbound calls and greet customers
Determine the scope of customer issues in an effective and professional manner
Manage credit card processing when necessary
Encourage completion of customer survey
Effectively resolve customer issues in a timely manner
Properly document all customer interactions
Adhere to quality standards determined by the company and client
Represent the company in a professional and ethical manner
Maintain a high level of customer satisfaction with a focus on first call resolution
Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to the assessment of the customer needs.
Skills:
Excellent written and oral communication skills
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast-paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30 to 40+ words per minute.
Experience and Skills
· 15+ years of experience managing/leading architects, developers, UI/UX, and QA resources - Remote distributed team resource management a plus. · 7+ years performing as a technical architect/developer. · 5+ years driving delivery of Agile projects. · 5+ years of experience in technology strategy from one or more of the following paths: strategy consulting, technology consulting. · Project management experience. · Knowledge and experience with Agile Frameworks. · Experience effectively managing a remote offshore workforce. · Track record of success interfacing, collaboration, and meeting the needs across business areas. · Manage projects utilizing Agile Methodology Frameworks. · Experience in building and architecting data warehouse.
Responsibilities (Including, but not limited to) · Manages, hires, monitors, evaluates, coaches and enhances the performance of IT staff. · Manage public and private applications with emphasis on performance, security, and scalability. · Manage and coordinate projects related to new products and service solutions as well as application migration and upgrades. · Researches recommends and implements strategies to enable and deliver a solution platform and suite of services/applications by studying organization goals, strategies, and ensuring strategic alignment. · Estimate resource needs, project hours/costs for requirements, design, development, quality assurance, deployment, and infrastructure needs. · Validates, challenges, and ensures high quality, timely, and on budget solution delivery. · Work with various internal organizations to define and accomplish financial objectives, including forecasts, budgeting, and trending analysis. · Defines standards, guidelines, and quality assurance with respect to IT deliverables. · Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. · Follow Agile / Scrum standards to manage projects through the project lifecycles of initiation, planning, execution, and closure. · Architect, design and develop features for our SaaS product and internal tools to support BPO and subscription services. · Architect integrations with complementary third-party systems · Perform design and code reviews. · Share knowledge and learning with the team while leading system architecture design decisions. · Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques. · Measure project performance using appropriate tools and techniques. · Perform risk management to minimize project risks. · Facilitate project review and escalation process interactions between business & technology stakeholders, product management, and leadership team. · Performs other duties as assigned.
Minimum Qualifications & Requirement · BA. in Management or B.S. in computer science or related area highly desired; M.S. or MBA preferred or equivalent work experience desired · 15+ years of experience managing/leading architects, developers, UI/UX, and QA resources - Remote distributed team resource management a plus. · 7+ years performing as a technical architect/developer. · 5+ years driving delivery of Agile projects. · 5+ years of experience in technology strategy from one or more of the following paths: strategy consulting,
Comments