Client Services Team Lead

ThrivePOS

May 22, 2019

Website :

www.trivepos.com

Location :

Irving, TX

Job Type :

Full Time

Company Description :

Job Description :

We are seeking a customer focused Client Services Team Lead with experience motivating others, strong problem-solving skills and drive for results to join our dynamic team. The position requires a broad understanding of all aspects of information technology. This candidate must also have clear and concise verbal and written communication skills. The Client Services Lead role will require the ability to build effective teams and experience in conflict management resolution. This role will handle all escalations and will provide direction for case resolution or escalation to ensure incidents are handled appropriately based on priority and impact.

 
JOB RESPONSIBILITIES
 

  • Responsible for reviewing and responding to escalated incidents from technicians, email and our ticketing system
  • Responsible for directing the support team, managing the incoming flow and directing follow up cases
  • Monitoring the incoming phone calls and holding callers and our CRM case queue
  • Maintain communication with customers and Techs and Engineering on incidents that are escalated
  • Maintain and update all product documentation for your team in the knowledge base
  • Team scheduling and change requests
  • Manage team meetings, motivate others and communicate all changes from Engineering
  • Responsible for all performance reviews and team cross training projects
  • Review and approve all RMA’s for your team
  • Primary Escalation for the support team
  • Critical Escalation to Escalation team for Engineering
 
JOB QUALIFICATIONS:
 
  • Bachelor’s degree in Computer Science or equivalent work experience
  • CompTIA A+ CompTIA Network + preferred
  • 3+ year’s Help Desk support experience with a strong ​focus on customer service
  • Restaurant and Point of Sale experience preferred
  • Linux Experience is required to be successful in this position 
  • Action-oriented with a willingness to learn on the fly and continually update your technical learning through professional and personal development
  • A proven track record with the ability: drive for results, build effective teams, advanced problem solving, and manage conflict and multi-task
  • Strong time management skills and ability to set and manage priorities
  • Excellent ​written, oral communication skill​s along with active ​listening​ skills

Is This You?

To apply for this position, submit a resume to Human Resources at:
 
jobs@gjonas.com
 
Please indicate job title in the subject heading of your email
 
"Equal Opportunity Employer”