Description

 
Descriptive Summary 
 
Maintains customer satisfaction by providing problem-solving resources, managing staff and supporting training processes. Candidate will manage support of both camera and DVR hardware installed in customer sites as well as provide application/data integration support. 
 
 
Core Functions
 
●  Regular oversight of team capabilities and workflow.
●  Monitoring caseloads, closure rates, quality of work, etc. 
●  Queue tracking and case prioritization
●  Responding to escalated cases
●  Monthly 1-on-1 meetings with all T1 staff
●  Overseeing New Hire and ongoing team training 
●  Document topics from Team Meetings 
●  Creating and updating Knowledge Base documents
●  Managing schedules/approving time cards for T1 support 
●  Training T1 support on processes & documentation for existing and upcoming services:
●  New hardware releases
●  New software features
●  New product offerings
●  Help coordinate a more proactive response to upcoming expected support concerns such as:
●  Organizing efforts to solidify overall account health for major pending renewals
●  Prepare team for new feature releases
●  Identifying changes that affect our product stability, i.e. account wide network changes. 

 
Winning Behaviors, Competencies, and Skills
 
Behaviors and values:
 
●  Passionate about providing the best possible levels of customer service and have proven experience of motivating and driving performance improvements within a team. 
●  Establish and maintain effective working relationships while gaining respect from the team
 
Personality and communication (soft skills):
 
●  Strong communication skills, both written and verbal
●  Ability to function in fast-paced environment
●  Effective at supervising, leading, and delegating tasks 
 
Hard skills:
●  Experience as team leader in support center
●  Interdepartmental meeting communication
 
 
Experience
 
Education:
 
●  Bachelors degree in related field
 
 
Work Experience:
●  1+ years of experience supporting customers within a Linux environment
●  1+ years of experience leading a technical customer support team/organization with a focus on SaaS application support.
●  Basic networking knowledge 
●  Data Integration knowledge is plus 
●  Data analytics with video is a plus 
●  Salesforce.com experience