Technical Support Representative Team Lead
Job title: Technical Support Representative Team Lead in Round Rock, TX at Facility Solutions Group
Company: Facility Solutions Group
Job description: Overview:Facility Solutions Group is dedicated to timeless contribution and service in lighting, electrical, energy, and technology fields. Our mission is to consistently provide our customers with superior value through quality products, service and support by contributing to the quality of life of all employees.As one of the nation’s largest single-source providers of lighting and electrical products, electrical services, electrical construction, and energy management solutions, Facility Solutions Group is expanding their staff and seeking a Team Lead, Technical Support Representative - Level 4, to join theRound Rock, TX team.As a Team Lead, Technical Support Representative - Level 4, you will work in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. You will listen then analyze, troubleshoot and resolve technical issues for various types, including connectivity, installation, and equipment defects. You may remotely configure and troubleshoot client’s equipment or simply educate customers. The Lead Technical Service Representative will lead, support and manage an assigned team as well as act as an escalation point to team members in an effort to successfully achieve departmental and company goals. In the event that an issue cannot be resolved at this level, you will escalate to the Floor Manager for support or arrange dates, times and access arrangements for a service call. You’ll utilize multiple computers and databases to record the results of interactions. Responsibilities:A Team Lead, Technical Support Representative - Level 4 will:
- Provides answers to clients by identifying problems; researching; guiding client through corrective steps
- Research required information using available resources
- Respond to tickets, resolve underlying issues and document occurrences and solutions
- Identify and escalate priority issues per Client specifications
- Act as technical and soft skills lead for assigned team(s)
- Contribute to internal knowledge base
- Performs adhoc training for team members during low volume periods and as required
- Improves system performance by identifying problems; recommending changes
- Follow up and make scheduled callbacks to customers where necessary
- Stay current with system information, changes and updates
- Drive your team using Scrum methodology and execution
- Work as a team using Sprints
- World-class customer service skills
- Active listening skills
- Problem solving capabilities
- Proficient computer skills in remote desktops, G-Suite and OS navigation
- Ability to lead a team of 3 or more people
- Remarkable attention to proper phone etiquette
- Demonstrated proficiency in typing and grammar
- Ability to organize documents and records as well as detailed note taking.
- High School diploma or General Education Degree
- Demonstrated proficiency in EMS, HVAC and relay logic lighting controls
- 2-5 years experience as a Technical Service Representative - Level 2 or above preferred
- Providing support for cutting edge technology
- Stable employment
- 401K Program with matching contribution
- Medical, Dental and Life benefits
- Advancement opportunities for outstanding performers