Customer Service Support / Helpdesk Lead

one of our teams is hiring for a Customer Service Support / Helpdesk Lead candidate for their project

Job Title: Customer Service Support / Helpdesk Lead

Work Location(s) – Remote

Full time

No visa-dependent candidate

only USC

• Shall have a minimum of ten (10) years of experience in the Customer Service Support field focusing on Helpdesk, IVR, Contact Center operations and Tiered Support specifically.
• Shall possess strong communication and collaboration skills to handle Help Desk hotline and application support using email boxes for large and complex public facing systems. Be able to work with all Tier 1, Tier 2 and Tier 3 support teams within and across multiple products/projects /contracts to generate productive results.
• Shall possess skills to coach and mentor Helpdesk team members in providing excellent Customer Service in a timely and efficient manner to earn Public Trust.
• Shall possess proven experience in evaluating quality and quantity of work accomplished by self and team members, document as needed, and proactively communicate progress, concerns, and issues to their leaders and to stakeholders.
• Shall possess strong experience in actively looking for trends in customer issues, report the insights along with innovative solutions to concerning trends. Capture the knowledge learned by the team in appropriate format as documents, videos, and audio recordings for future references and training purposes.

Job Types: Full-time, Contract

Pay: $70.00 - $80.00 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• IT: 10 years (Required)
• Helpdesk Lead: 5 years (Required)
• Customer Service Support: 6 years (Required)

Work Location: Remote