Technical Support Representative IV - Team Lead

Overview

Facility Solutions Group is dedicated to timeless contribution and service in lighting, electrical, energy, and technology fields. Our mission is to consistently provide our customers with superior value through quality products, service and support by contributing to the quality of life of all employees.

As one of the nation’s largest single-source providers of lighting and electrical products, electrical services, electrical construction, and energy management solutions, Facility Solutions Group is expanding their staff and seeking a Team Lead, Technical Support Representative IV
, to join the Round Rock, TX team.

Job Description

As a Team Lead, Technical Support Representative IV
, you will work in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. The Lead Technical Service Representative will lead, support and manage an assigned team to successfully achieve departmental and company goals. The candidate should have the ability to delegate tasks smartly, but they must know that they have to perform some technical tasks themselves.

We want a responsible candidate who will leave no stone unturned to help the organization improve. You’ll utilize multiple computers and databases to record the results of interactions.

A Team Lead, Technical Support Representative IV will:

• Conducting individual and team skills gap analysis
• Assist in developing technical training courses for various levels (beginners, intermediate and advanced)
• Creating and standardizing the procedures for producing reports
• Running performance evaluations on current systems
• Provides answers to clients by identifying problems; researching; guiding client through corrective steps
• Research required information using available resources
• Monitor established service level agreements and calls for quality assurance
• Identify and escape priority issues per Client specifications
• Act as technical and soft skills lead for assigned team(s)
• Contribute to internal knowledge base
• Performs adhoc training for team members during low volume periods and as required
• Improves system performance by identifying problems; recommending changes
• Follow up and make scheduled callbacks to customers where necessary
• Stay current with system information, changes and updates

The ideal candidate will satisfy the following requirements and qualifications:

• Strong leadership skills with the ability to motivate and inspire a team
• World‑class customer service skills
• Active listening skills
• Conflict resolution and problem solving capabilities
• Proficient computer skills in remote desktops, G‑Suite and OS navigation
• Ability to lead a team of 3 or more people
• Excellent communication and interpersonal skills
• Demonstrated proficiency in typing and grammar
• Ability to organize documents and records as well as detailed note taking.
• Demonstrated proficiency in BAS, HVAC and relay logic lighting controls
• Minimum of 2 years experience within a contact center as a Team Lead
• High School diploma or General Education Degree