Job Description
Job Title:
Support Technician – Lead
Job Code:
101957
Organization Name:
ARS
Reporting Relationship:
Support Center Manager
Must be eligible to work in the US without sponsorship or vias transfer
Location: Rancho Cordova, CA
Summary –
The Tech Support Shift Lead will ensure the activities of the Support Center are aligned with the goals and objectives of the Support Center. Lead the team to efficient customer management activities (emails, phone calls, tickets).
Responsible for the day-to-day operational success of the support center by utilizing reporting mechanisms and helping to uphold performance metrics. The Shift Lead will also be responsible for attending and managing recurring customer meetings. The role is key to ensuring customer requirements are met through communication and prioritization of agent activities to resolve incidents within defined Service Level Agreements.
Essential Duties and Responsibilities –
20% Handle Escalations and Procedures
- Be the focal point for team communication, escalation, and issue resolution
- Develop and maintain incident handling and escalation procedures
- Escalate critical events to management and the client
- Provide on call support, as needed
20% Provide technical mentoring and coaching of team members
- Foster positive team morale and teamwork
- Develop and implement team workflow processes
- Collaboratively strive for new and improved work processes to result in higher efficiency, effectiveness
- Contribute to Problem Management and Continual Service Improvement processes
15% Document shift activities & create reports
- Log attendance of all support center staff
- Creating ticket reports as required by management
- Examples: Ticket Open report, close reports, shift-based activities report
- Creating call log reports as required by management
- Examples: Call volume, Answer rates, abandon rates, shift-based activity reports
- Shift hand-offs to the next shift
15% Participate in regular meetings as needed
- Manage customer recurring meetings with responsibility to coordinate completion of all action items.
15% Customer and Incident handling
- Ensuring the completion of customer daily checklists
- Start the creation of RCA (Root Cause Analysis) reports for all incidents that require it.
10% General Support Center duties
- Phone Support receiving Customer and Biometric personnel support calls
- Managing Customer and Biometric personnel support calls
- Provide case status updates to Customer and company personnel
- Perform the installation, repair and preventative maintenance of computer and related systems
- Assist in determining software to meet user requirements
- Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals
- Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Biometrics support systems
- Provide Data Center support as needed
5% Other duties as assigned by management to ensure the successful operation of the Support Center
This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company’s sole discretion.
Key Skills
- Passion for excellence
- Passion to make our customers happy
- Strong written and verbal communication
- Strong client-facing
- Strong time management and prioritization
- Strong organizational skills
- Ability to prioritize and resolve conflicting priorities
- Ability to work in a fast-paced and ever-changing environment and know how to prioritize workloads
- Efficient in creating and presenting reports
- General skills in key Microsoft tools such as Power Point, Excel, Visio
Prerequisites –
Education:
High school diploma or GED required
Experience:
4+ years IT service desk required
2+ years team leadership desired
Prior call center or helpdesk experience desirable
The anticipated salary range for this position is $57,000 to $75,000; depending upon the selected candidate’s relevant experience, the exact salary for the role may fall outside of this range. This role will also be eligible to participate in the Company’s bonus/incentive program(s). NEC offers an extensive benefits program and the role will also include, a Health Insurance package with options that include multiple Medical and Dental coverage options, Pharmacy Insurance, Vision Insurance, Life and Accidental Death and Dismemberment Insurance, Salary Continuation and Voluntary Long-Term Disability Coverage, an Employee Assistance Program (EAP), Adoption Assistance Program, 401(k) with a 50% match up to 6% of employee contribution, 15 PTO days, 10 paid sick days, 11 paid public holidays, Continuing Education and Tuition Reimbursement, 2 paid Community Service Days, a Travel Assistance Program and Pre-Paid Legal plans.
ABOUT NEC CORPORATION OF AMERICA
Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.
With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology’s continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.
NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.
EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.