Job Summary:  The Technical Support Lead Specialist role is to help the team work together to achieve the best results, as well as ensure that the service our organization provides is fit for its purpose and meets or exceeds customer expectations.  The Lead Specialist is responsible for managing team members and signing off on ticket escalations as well as solving the most difficult customer issues – such as dealing with upset customers who cannot be assisted by Technical Support Representatives.  Lead Specialists will also be responsible for delivering messages to and from upper management, submitting reports, reviewing change information with team members, team member coaching, quality call monitoring, queue management, Control Desk responsibilities, executing change management functions, filtering ticket escalations, and conducting new hire training and training workshops when and where needed.  In addition, Lead Specialist will inform team members of the rules and requirements of their job and showing them the way the job should properly be done. 
 
Lead Specialists must exhibit leadership skills, excellent communication and interpersonal skills as well as decision-making skills.  Lead Specialists must practice complete professionalism when responding to team members and customers in person, on the phone or via email. The Technical Support Lead Specialist will become an expert in all InSite Support Services, Inc. products and procedures.  Lead Specialists will also perform related work, as required.
 
 
Duties and Tasks/Essential Functions:
 

• All 2^nd Level TS Representative duties apply including handling call-backs as needed;
• Monitor call floor activity providing technical assistance coaching support as required and when requested;
• Monitor queue activity for prevention of long calls and incorrect client statuses;
• Assist representatives with questions and problems;
• Sign off on ticket escalations while ensuring accuracy of processes and procedures;
• Handle escalated customer calls and/or issues (Sup calls);
• Coordinate and disperse pre-shift information (highlighted processes, procedures and client updates) to technicians on a daily basis;
• Monitor call-volume and service levels and make necessary routine staffing adjustments;
• Coordinate breaks, lunches and other off-line activities;
• Work Control Desk according to documented procedures as required and when requested;
• Monitor representative calls for quality and compliance and provide actionable feedback;
• Participate in call monitoring activities to identify customer needs and expectations and provide trend data to management team;
• Formulate and conduct training under the auspices of the Training Manager as and when needed including, but not limited to, NeHi, ABAY, 2^nd Level, and Installer;
• Maintain, update, and develop troubleshooting methods and steps within InSite Support Services scope of support and assist in development of curriculum adjustments for troubleshooting and client information updates (Change Management) in conjunction with Client Relations and the Training Manager;
• Prepare and analyze internal and external quality reports for management staff review;
• Work, confer, and interact well with peers and coworkers, as well as interdepartmentally building trust and sound working relationships;
• Set standards of Quality Assurance;
• Remain knowledgeable of new products, services and procedures; and
• Take calls when volume or business needs exists.

 
Skill and Knowledge Qualifications:
 

• Proper phone etiquette; Ability to speak and write clearly and accurately; Excellent professional verbal and written communications skills
• Demonstrated proficiency in typing and grammar;
• Intermediate knowledge/expertise with PC hardware and software (Word and Excel);
• Intermediate knowledge/expertise of basic HTML, experience with WYSIWYG or willingness to learn;
• Complete familiarity with all aspects of Internet technical support functions (fundamentals, concept, troubleshooting, diagnostics, resolutions, etc.;
• Advanced knowledge of customer service principles and practices;
• Effective listening skills;
• Willingness to co-operate with others and work to the greater good;
• Multi-tasking capabilities;
• Ability to work a flexible full-time (40 hour week) schedule, including weekends and dependent upon business needs;
• Strong knowledge of customer care processes and techniques;
• Dedication and demonstration to provide exceptional customer service;
• 2nd Level Tech experience is highly preferred; and
• Attendance history and active disciplinary actions will be taken into consideration.
   

Competencies:
 

• Fully reliable in terms of attendance and punctuality.
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Focuses and guides self and team members in accomplishing work objectives.
• Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
• Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
• Generates innovative solutions; tries different and novel ways to deal with work problems and opportunities.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Identifies opportunities and takes action to build strategic relationships between one’s area and the others areas, teams, departments, units or organizations to help achieve business goals.
• Maintains stable performance under pressure or opposition and handles stress in a manner that is acceptable to others and to the organization.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

 
Conditions:
 

• Must be able to sit for extended periods of time
• Must be able to walk for extended periods of time
• Position requires use of headset/microphone