Technical Support Team Lead
hace 3 días
About the Role
The Verifone Helpdesk Team Lead will play a key role in supporting the continued development of our front-line representatives. This position will be responsible for leading and developing Helpdesk Technical Support agents through the continued learning curve after training and nesting on to the Production floor.
Key Responsibilities
- Enhance agents' strengths and improve job skills through frequent coaching and development.
- Provide job shadowing support, answer questions, conduct quality observations, coach development, and handle escalated contacts.
- Manage performance issues, administer attendance policies, and maintain project team records.
- Ensure agents can effectively use customer service and technical troubleshooting skills to resolve customer concerns while providing a positive customer experience.
Requirements
- Bilingual English and Spanish.
- Minimum 2 years of recent demonstrated leadership experience and overseeing and effectively motivating team members to achieve high performance goals.
- Experience in payment card industry is preferred.
Our Commitment
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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