Technical Support Manager responsible for customer success and advanced technical support in HVAC systems. Leading service engineering training and driving system performance in India.
FG
Onsite Technical Support Representative IV – Team Lead
Posted 6 days ago
About the role
- Team Lead managing a team of Technical Support Representatives at Facility Solutions Group. Resolving technical issues and providing support within a communication center in a fast-paced environment.
Responsibilities
- Conducting individual and team skills gap analysis
- Assist in developing technical training courses for various levels (beginners, intermediate and advanced)
- Creating and standardizing the procedures for producing reports
- Running performance evaluations on current systems
- Provides answers to clients by identifying problems; researching; guiding client through corrective steps
- Research required information using available resources
- Monitor established service level agreements and calls for quality assurance
- 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
Requirements
- Strong leadership skills with the ability to motivate and inspire a team
- Active listening skills
- Conflict resolution and problem solving capabilities
- Proficient computer skills in remote desktops, G-Suite and OS navigation
- Ability to lead a team of 3 or more people
- Excellent communication and interpersonal skills
- Demonstrated proficiency in typing and grammar
- Ability to organize documents and records as well as detailed note taking
- Demonstrated proficiency in BAS, HVAC and relay logic lighting controls
- Minimum of 2 years experience within a contact center as a Team Lead
- High School diploma or General Education Degree
Benefits
- World-class customer service skills
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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