Bonney Staffing Center, LLC. Saco, ME, USA
Technical Support Lead Bonney Staffing in Biddeford has a unique and growing company in Saco, ME seeking a Technical Support Lead to oversee and work alongside our Technical Support Representatives. In an in-bound call center environment, the tech support team provides problem resolution to customers by performing a detailed phone, email or chat based analysis. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Duties and Tasks/Essential Functions: Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; Gather customer information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving multiple versions of control software, multiple product lines, and ScreenHub software; Research required information using available resources; Follow standard processes and procedures; Accurately process and record call transactions using a computer and SalesForce software; Follow up and make scheduled callbacks to customers where necessary; Stay current with system information, changes and updates Use appropriate judgement to escalate calls to higher level (Tech II or Tech Manager) where appropriate Perform testing and repair on returned parts/components and document accordingly Skill and Knowledge Qualifications: Accurately communicate daily goals and responsibilities with a team; Proper phone etiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar; Excellent knowledge of relevant software computer applications and equipment; Excellent knowledge of customer service principles and practices; Effective listening skills; Multi-tasking capabilities; Competencies: Maintain effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures. Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Make customers and their needs a primary focus of one’s actions; develop and sustain productive customer relationships. Identify and understand issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences. Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict. Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. Conditions: Must be able to sit for long periods of time Position requires use of headset/microphone If you are interested in learning more about this position please contact the Biddeford Bonney Staffing office at 207-283-8858 or stop in during our walk-in hours 9am – 4pm Monday through Friday. We cant wait to meet you!