City of Shakopee

OVERVIEW

The Technical Support Team Lead is responsible for providing training and mentoring to the Technical Support team while also serving as the point person of escalation for complex customer situations. The Technical Support team is the voice of our company to our business partners and end-user customers and strives to always provide a positive product support experience via phone and electronic communications. The Technical Support Team Lead works independently and as part of a team to find the best solution to the matter at hand.

This position reports to the Customer Support Manager and will interact on a regular basis with sales, administration, customer support, product management and management staff. This position works cooperatively with others as requested.

RESPONSIBILITIES

• Serve as the escalation point to the team for incidents or support requests that require advanced troubleshooting or understanding of Cyber Power products and software as they relate to networking, virtualization, and security.
• Train, coach, and mentor Tech Support Representatives providing feedback to leadership on their progress and/or areas of development.
• Support the Customer Support Manager with guiding the Tech Support Team with training, minimizing stressful situations, projects and other needs as identified.
• Provide elevated communication and problem resolution with external customers pertaining to more challenging inquiries that frontline Technical Representatives are unable to resolve.
• Create and manage MS Access databases including but not limited to Point-of-Sale, Freight Spend, Claims.
• Responsible for upholding team metrics, company and individual performance goals requesting assistance in a proactive manner.
• Promptly answer support related emails, phone calls and other electronic communications.
• Manage, prioritize, and resolve or escalate support requests as appropriate.
• Deliver exceptional customer service on every communication, which includes demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly.
• Track customer communications in CRM.
• Maintain knowledge of emerging new technologies in order to assist customers who have adopted them.
• Work diplomatically and effectively across cross-functional teams.
• Attendance is an essential function of this position.
• Performing all other duties as assigned.

REQUIREMENTS

• High School diploma required.
• Associate’s or college degree preferred.
• 4 years’ experience in Customer Service or Technical Support desired.
• Minimum of 6 months supervisory or leadership experience.
• Passionate about technology; knowledge about consumer electronics and power supply products preferred.
• Ability to quickly learn technically related material.
• Fluency in Spanish helpful.
• Adept logical thinking and problem-solving capabilities.
• Advanced computer skills, including software, networking, virtualization, and security; including experience operating within a Windows environment.
• Professional written, verbal and interpersonal communication skills that produce desired results.
• Ability to effectively present information and respond to questions from internal and external customers which includes coworkers, managers, customers, regulatory agencies and vendors.
• Capable of reading and interpreting information, such as reports, general correspondence and policy guidelines, with the ability to share with others as needed.
• Ability to use a computer and standard business and other work-related software with minimal instruction.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions and decimals.
• Excellent active listening, decision-making, team building and customer service abilities.
• Ability to work and prioritize independently with the capacity to collaborate with others.
• Excellent time and organizational abilities with the ability to seek assistance in a professional manner.
• Ability to manage multiple and varied projects simultaneously with minimal supervision while maintaining attention to detail.
• Capable of demonstrating an understanding of, and being sensitive to, serving a culturally diverse customer base.
• Demonstrated ability to learn and apply newly acquired feedback, skills, and knowledge.
• Ability to maintain confidentiality and comply with professional ethics and standards.
• Ability to learn and apply new competencies and information as to enhance individual job performance and make recommendations to the department.
• Strong sense of urgency, accuracy, and follow through.
• Ability to work independently and as a contributing team member; self-motivating.
• Proficient in Microsoft Office applications including PowerPoint, Excel, Word, etc.
• Flexible, organized, personable; professional attire required.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing these duties the person is regularly required to walk, stand, bend, climb stairs, kneel, or crouch and successfully demonstrate the ability to write or use a computer or other electronic devices and operate a variety of hand and power tools.
• Employees in this position may need to regularly lift at least [25 lbs. and up to 80] pounds occasionally and may need to exert themselves while performing the above-mentioned duties.
• Perform a variety of physical labor including climbing ladders, bending, kneeling, reaching and standing for long periods of time. Also includes being able to lift boxes, tools, equipment and materials.
• Ability to drive a car and travel to worksites. Employee will be reimbursed mileage according to corporate reimbursement schedule if using a personal vehicle.
• Reasonable accommodations will be made as needed to assure staff is safe. Assistance will be provided if employee is unable to complete a task.

QUALIFICATIONS
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to pass a Criminal Background Check.
• Current driver’s license along with a good driving record and valid insurance.