Sales Support Specialist – Telecom, Mobility
AppDirect
Customer Care Team Lead
PhoenixTeam
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $138,000 per year
Job Level
Senior
About the role
- Oversee preparation of complete, client-ready, high quality Customer Care team deliverables
- Manage the team consisting of Tier 1 and Tier 2 support personnel and engineers
- Track KPIs and monitor and report to leadership on SLA adherence
- Remove blockers for the team and ensure they have the tools they need to be successful
- Monitor daily scrums, oversee ticket reporting/oversight, and provide regular updates to leadership
- Communicate with stakeholders, including IT managers, vendors, and executive leaders
- Lead risk management and mitigation efforts
- Demonstrate ability to drive successful results and outcomes
- Demonstrate proactive leadership
- Maintain excellent client relationships
- Make well-formed improvement recommendations for the client
Requirements
- Bachelor's degree and 6 years of relevant experience
- An additional 2 years of experience with an Associate's Degree
- An additional 4 years of experience with a high school diploma
- Excellent verbal and written communications skills
- Strong attention to detail with proven analytical and problem-solving skills
- Can easily shift focus between high priority tasks as required
- Demonstrates leadership in the face of ambiguity
- Navigates through challenges to consistently get things over the finish line
- Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook)
Benefits
- Must be eligible to obtain a Public Trust clearance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI trackingSLA adherencerisk managementanalytical skillsproblem-solving skillsattention to detail
Soft skills
leadershipcommunicationproactive leadershipclient relationship managementadaptabilitystakeholder communication
Certifications
Bachelor's degreeAssociate's degree
