Technology/Customer Support Lead

  • Odesus,
  • New York, NY
  • 1 month ago
process management, vendor management, customer support, lead, ticketing, zendesk, jira
Contract W2
Depends on Experience
Work from home not available Travel not required

Job Description

Global entertainment corporation is looking to hire an IT/Customer Support Lead in support of their Technology Department in New York City.

Responsibilities:

  1. Support Process Management: Monitor support workflows in ticketing and email and ensure that response/turn times are met.
  2. Vendor Management: Responsible for direct daily oversight of call center vendor that is handling our Tier 1 customer interactions.
  3. Continuous Improvement: Review inputs from Analysts & Specialists, own observations, customer data, CSAT scores, department dashboards, reporting and trends to help identify and improve workflows, processes, and knowledge articles.
  4. Knowledge Management: Responsible for the quality of the knowledge base and training materials.

Requirements:

  • Bachelor's degree, or equivalent work experience required
  • Experience in handling regulatory compliance customer service requests required
  • Experience handling multilingual support channels
  • Excellent customer service and communication skills (verbal and written)
  • Ability to work within customer support ticketing systems (Zendesk, JIRA)
  • Must be able communicate effectively and tactfully with all levels of personnel (in person, written, telephone).
  • Must be able to pay close attention to detail.
  • Must be able to handle multiple tasks in a fast paced environment.
  • Must be able to organize and schedule work effectively
  • Must be able to work flexible hours, including overtime, if and when necessary.
  • Must be punctual and have no attendance issues
  • 3-5 years of experience in a contact center environment or comparable work experience required
  • Operational process improvement experience required
  • Experience handling multiple programs simultaneously in a fast paced changing environment required
  • Experience in handling customer and business escalations required
  • Experience creating reports using inputs from multiple data sources
  • Entertainment Industry experience preferred
  • Knowledge/familiarity of various Digital Content/streaming services
  • Experience with knowledge management methodologies (e.g. KCS) and understands how to identify opportunities & implement best practices
  • Proficiency in use of MS Office programs
  • Intermediate - Advanced Excel skills desired

Requirement Keywords: Support Process Management, Vendor Management, Knowledge Management, Customer Support Lead

Posted By

Jose Galvez

11766 Wilshire Boulevard, Suite 400 Los Angeles, 90025

Dice Id : 10106335
Position Id : JG11821
Originally Posted : 1 month ago
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