Lead - Center Representative

Lead - Support Center Representative

Katy, Texas

Starting Date: Immediately

Reports To: Manager Technology Customer Services - Support

Duty Days: 238 Days

Wage/Hour Status: Non-Exempt

Pay Grade: AS07

• High school diploma or equivalent required
• College degree or equivalent work experience preferred
• At least 5 years of experience on TSC helpdesk or support center environment required
• A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
• Very strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management
• Strong problem‑solving skills and inherent decision‑making ability
• Possess initiative and assertiveness skills
• Strong project management skills and ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures
• Strong working knowledge of the day‑to‑day operating environment, available tools, operating techniques, and customer applications

Primary

Purpose:

As directed by IT management, delivers quality customer service to TSC customers by providing a single point of contact to report problems or make inquiries. Manages day‑to‑day service delivery problems and works on special projects as assigned.

• Ensures customer satisfaction by responding to calls to the TSC, as needed. Logs all customer questions and problems and tracks the same through to resolution.
• Trains new TSC representatives on TSC processes and procedures.
• Coordinates monthly TSC work schedules.
• Provides the Manager of the TSC group with information required for TSC employee evaluations.
• Plans for support of Technology applications and processes by working with other Technology groups.
• Acts as a customer advocate or liaison between the business units and the technology department.
• Ensures timely escalation of customer problems by documenting the impact to the customer, assigning an appropriate priority, and routing to the appropriate resolution target.
• Works to increase percentage of first call resolutions.
• Conducts first‑level problem determination using documented procedures and available tools. Records problem symptoms and status information in a timely fashion to communicate with and properly utilize the second and third level IT staff.
• Ensures problem resolution by maintaining an action plan, initiating and tracking problem assignments to other IT resources, vendors, and so forth, and keeping the customer updated on the status of problem resolution.
• Provides customer training for Katy ISD systems, as needed.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or have a high impact to the customer community.
• Communicates required revisions for the IT Problem Management tool (Foot Prints) to the Support Quality Assurance Analyst, as needed.
• Maintains a positive “can‑do” attitude at all times.
• Works to market the support center as the single point of contact for all technology questions and issues.
• Builds team spirit by assisting and coaching other TSC staff members.
• Works to improve technically and professionally by participating in training opportunities offered internally & externally.

Equipment Used: Personal computer, printer, copier, telephone and fax machine

Working Conditions: Maintain emotional control under stress. Work with frequent interruptions. Repetitive hand motions.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.