KG Workforce Solutions is recruiting for a Technical Support Lead to oversee day-to-day operations of a call center focused on providing excellent customer service and troubleshooting for technical issues, user questions, and operation inquiries.
Technical Support Lead Responsibilities:
Ensuring timely and proper review, documentation, support, and resolution of customer tickets
Overseeing metrics and SLAs to ensure company standards, customer expectations, and producers are met and enforced
Coaching and mentors staff, providing timely reviews, feedback, and training
Participating in on-call rotation as needed and ensure adequate staffing
Contributing to critical processes and procedure creation, testing, and deployment
Assuming technical responsibility for assigned projects and ongoing system support, testing, and performance
Technical Support Lead Requirements
Four years of experience in technical customer service and/or help desk support
Considerable experience with ticketing systems, such as Remedy, Oaisys, etc.
At least three years of experience with telecommunication systems support, such as Avaya, Mitel, Cisco, etc.
Bachelor?s degree in computer science, business administration, information systems management, or other related field
This is a full-time, permanent position in Columbia, SC. Relocation assistance negotiable. Competitive salary and excellent benefits.