Technical Team Lead - Help Desk Support

Work Location: 2495 Palm Bay Rd NE, Palm Bay, FL 32905

Duties and responsibilities:

• Lead a team of 15-20 technical support associates
• Consistently ensures that the team meets all KPI's and SLA's set by the clients with strict adherence to quality parameters
• Floor walks regularly to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, and organizing
• Strong organizational, planning, and analytical skills
• Basic arithmetic and statistical skills for analysis of data and generation of reports
• Ability to resolve conflicts and solve problems with a positive attitude and active listening skills
• Professional Focus - demonstrates a high level of personal and professional integrity at work. Treats all team members with empathy, respect, and consideration
• Encourage teamwork – consistently work together with the team encouraging trust in each other, engage in constructive conversations for the good of the group
• Perform non-phone, email or chat quality audit for the customer service agents and provide feedback

Experience & Abilities:

• High school education required, degree level preferred.
• 6-8 years in customer service, providing technical support in the IT field
• Experience in providing remote support to the customers over the phone
• Minimum 3 years’ experience in leading/managing a teamof technical support engineers

Technical requirements

• Ability to troubleshoot and provide support for applications hosted on desktop and mobile operating systems such as Windows, Mac OS, Chrome OS, iOS and Android devices
• Ability to troubleshoot and support applications delivered via Internet and in a Local Area Network
• Ability to write/develop technical job aids/documentation for the process

Other Requirements:

• Good knowledge and ability to navigate/configure the operating systems mentioned above
• Good understanding of computer networks and internet
• Analyze/troubleshoot/resolve technical and operational problems for computer-based applications
• Effective written and oral communication skills
• Conversant with Microsoft Office
• Effective interpersonal skills, creative solution and problem-solving skills
• Ability to work in a team environment
• Ability to work independently, using sound judgment
• Must have attention to detail and excellent organizational skills
• Ability to work weekends or off business hours as needed
• Ability to facilitate training sessions for the team
• Ability to interact and communicate with the client stakeholders on a regular basis on SLAs

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

Job Type: Full-time

Pay: Up to $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 7 years (Required)
• Mac OS: 2 years (Required)
• iOS: 2 years (Required)
• Chrome OS: 2 years (Required)
• Windows: 2 years (Required)
• IT Help Desk management: 3 years (Required)

Ability to Commute:

• Palm Bay, FL 32905 (Required)

Work Location: In person