Service Desk Lead

Reports To: Director of Operations

Position Summary

Responsibilities include providing troubleshooting and order management support to end users on a variety of mobility telecom requests, as well as support for traditional telecom incidents. Identify, research, and resolve a wide array of problems. Respond to telephone calls, email and personnel requests for telecom support. Document, track and monitor issues and orders to ensure a timely resolution. Ability to track to and meet service level goals.

Management Duties – 30%

  • Lead the Renodis Service Desk staff to achieve high performance and customer satisfaction.
  • Manage staffing and on-going training.
  • Serve as resource for colleagues who may need help with difficult issues.
  • Ensure team adheres to client and business process.
  • Ensure client satisfaction through quality monitoring.
  • Manage client work against Service Level Targets and priority.
  • Assist in Client on-boarding.

Individual Contributor – 50%

  • Take ownership of all customer issues and utilize appropriate follow-through until the issue is resolved.
  • Receive calls and emails from customers related to mobile telecom issues.
  • Troubleshoot and solve telecom and mobility problems.
  • Provide timely feedback to external and internal customers.
  • Handle top-priority issues and escalations.
  • Exceed quality metrics, leading by example for other analysts
  • Recommend improvements to workflow and process improvements within the position and team.
  • Proactively learn new telecom and mobility products or features to better serve a growing customer base.

Knowledge and Reporting – 20%

  • Create and maintain knowledge records.
  • Collaborate with peers around the business to upkeep existing records.
  • Draft training documentation as required.
  • Report on team performance: case aging, agent availability, time tracking, etc.

Skill and Competency Requirements

  • Past contact center experience required
  • Ability to provide transformational service to a diverse customer base. A commitment to providing quality results with a positive service attitude.
  • Strong verbal and written communication skills. Ability to employ a high degree of understanding of the issues presented by customers.
  • Ability to apply discretion resulting in customer focused resolutions
  • High level of accuracy and attention to detail with regard to data integrity
  • Knowledge of voice, data, internet and/or mobility services helpful, not required
  • Personal organization and time management skills along with ability to properly document and track information
  • Demonstrated accountability for solving problems and retains focus on goals
  • Self motivated

Education and Experience

  • High School Diploma
  • Post High School training, preferably college or technical school preferred
  • 2+ years customer service or support desk experience required

Please direct all inquiries on this position to Employment.