As a Customer Support Team Lead, you will be responsible for providing technical, policy, and procedural guidance to the Application Analysts and Specialist on the team.
The Team Lead should have intimate knowledge of all CS process and procedure. Daily, the Team Lead will be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner.
The Team Lead will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO and scheduled trainings.
The Team Lead should be organized, attentive to details, and meet all our department goals and metrics. The Team Lead informs their Manager of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues to ensure consistent, high quality service.
Oversee team responses to customer questions, problems, and work requests daily
Help recruit, hire, and develop new technicians
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets
Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
Manage toward Customer Support KPI’s
Work closely and collaboratively with other teams to provide extended global support hours
Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
Complete all daily tasks and projects as requested, on-time, and with attention to detail and quality.
Monitor staff schedules and workload. Reassign tickets as needed to equalize the work and ensure that the proper technical skills are matched with assigned tickets
Conduct quality control of team’s ticket and phone calls, properly document and coach team members to develop and improve performance
Make suggestions to improve efficiencies about process and procedure
Demonstrate Relativity Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seek opportunities to apply and enhance management skills to create sustainable success for Relativity
Experience in leading a team, preferably in Customer Support area
Bachelor degree in technology related field or equivalent experience
Enthusiasm for technology systems and support
Ability to work independently and as part of a team
Critical thinking and problem-solving abilities
Excellent interpersonal and teamwork skills
Technical Customer Support experience
Direct experience supporting clients as a primary contact or lead using phone and / or email
Experience troubleshooting complex issues
Experience with SQL 2012 and above and Windows Server 2012 and above
Ability to manage multiple tasks and projects for self and for team
Ability to travel 10% of the time