Description

Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Team Lead.  This position is the first line management within the Technical Support Organization.  The role is comprised of the following key behaviors, train, coach, and lead our customer support representatives. Our company supports a wide variety of hardware, and software issues.

Key Performance Indicators

• Manage overall team performance
• Managing support queue levels
• Measuring and managing individual team members performance vs goals
• Improving overall customer experience by monitoring the following KPI’s
  • Days since last case update
  • Case time to resolution
  • Overall phone/chat queue availability
  • Case closure rates

 Core Functions 

• Mentoring of assigned team members to include:
  • Professional behavior
  • Technical acumen
  • Management of workflow
  • Professional growth
  • Communication
• Provide first level of training to new hires, in a Linux environment.
• Assist and train inexperienced or nontechnical end users in the utilization of the software with its various applications
• Manage cross departmental communications
• Assist in creation, and upkeep, of an ever-growing internal knowledge base
• Delegate software, and hardware issues accordingly to our representatives
• Work within and encourage a team environment
• Other duties and responsibilities as assigned

 Winning Behaviors, Competencies, and Skills 

• Leadership
• Excellent communication skills (verbal and written)
• Flexibility to work overtime when required
• Flexibility with scheduled work shift including weekends and evenings
• Professionalism
• Reliable and dependable
• Experience with Salesforce.com a plus 

Experience 

Education: 

• College degree, preferably in IT field 

Work Experience: 

• 1-2+ years experience providing technical help desk support to customers using web based applications
• 1+ years experience in inbound/outbound Call Center environment
• 1-2+ years experience management, preferably in a Call Center environment

Envysion is an equal opportunity employer