Technical Support Lead - San Diego, United States - ecoATM

Description

Position Overview:
Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.


Key Responsibilities:
Responsible for managing MS Queues and ensure field services is dispatched in a timely manner

Ensure that agent utliize time management skills and are available as much as possible

Must be available to work nights, weekends, holidays as department provides 16 hours a day, 7 days a week support


Education & Experience:
High school diploma, GED, or equivalent work experience required

3+ years customer service experience to include technical support or call center required

Experience with ticket tracking software and technical documentation required


Knowledge, Skills & Abilities:
Motivates support agents, monitoring service levels

Ability to make sound decisions, multitasking, and resolving escalated calls

Provides feedback on agent performance, and suggestions for process improvements to management


Pay Range:
$ $27.00 per hour

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