Technical Support Team Lead
Multiband Corporation - United States

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Our Fargo Sales and Support Center is seeking a highly motivated individual to join our leadership team. This individual will be focused on coaching and developing our team so they may provide exceptional service to our customers.

As a Technical Support Team Lead you will responsible for assisting in the training and development of our Technical Support Team. Technical Support specialists resolve escalated technical issues related to Internet, DIRECTV, and telephone service. We’re looking for a highly motivated individual that works well with others, is cool under pressure, and shows a willingness to learn new skills and new technologies!

Multiband is proud to offer a competitive compensation package including:
  • Pay at $14.00/hour
  • Health, dental, vision, life, and disability insurance
  • Employee Assistance Program
  • Health Advocate service
  • Tuition Assistance Program
  • Leadership and Service Excellence training opportunities

The main duties of this position will be:
  • Communicate large team objectives (service, productivity, etc)
  • Establish individual goals with each team member in relation to and in support of team objectives
  • Provide daily, weekly, monthly and annual feedback in relation to goal attainment (service, accuracy, attendance, productivity)
  • Coach and mentor team members for continuous improvement and goal attainment (expect/inspect/perfect)
  • Initiate corrective action as needed to positively impact performance/accountability
  • Provide guidance and support when situations warrant
  • Assist in training new associates and developing skills and knowledge (post training)
  • Foster culture of teamwork and team spirit
  • Assist by taking calls during volume spikes
  • Monitor intraday, daily and weekly data (team and individual stats)and actively modify behavior to assure objectives are met
  • Support workforce management with urgent administration of intraday adjustments
  • Lead by example in both competence and commitment. Demonstrate a positive attitude and a commitment to “catching people doing things right”

Requirements :
  • Passion for technology and people
  • Computer networking knowledge – Network+ and/or Cisco Networking certifications, such as CCNA
  • Call center experience preferred
  • Excellent, written and verbal communication skills including the ability to handle conflict
  • High energy/high expectations of self and others
  • Goal orientation with accountability for self and others
  • An eagerness to succeed and to help each teammate succeed
  • Previous customer service and supervisory experience preferred
  • High level of proficiency in Microsoft Office software including Outlook, Power Point and Excel
  • Organized, detail-oriented, and able to work with limited direct supervision
  • High school diploma or GED
  • Must be able to pass pre-employment drug screening and background check
  • Must be available to work every other weekend

Multiband Corporation - 17 months ago - save job
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