Workday Integration – PRISM Technical Analyst
Zoox
Manager, Tier 1 Technical Support
Reputation
full-time
Posted on:
Location: Arizona • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
CloudSpring
About the role
- Lead a global team of front line Support specialists.
- Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.
- Serve as an advocate for your team internally working with product, sales and customer success.
- Ensure that every client is receiving superior service within SLA.
- Provide hands-on support and assistance for client issues
- Implement and coordinate customer service support programs.
- Implement strategic action plans designed to provide continuous improvement to the customer experience.
- Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.
- Open to work in 24*7 operations hour
- Additional duties as assigned.
Requirements
- 7+ years experience managing a customer support omni-channel team.
- Experience using Salesforce Service Cloud and JIRA.
- Experience in establishing robust self help channels for customers to self serve.
- Excellent business intelligence and analytics skills
- Experience developing and implementing processes, SLA and metrics in a call center environment.
- Extensive knowledge of computers systems and software, as well as a solid understanding of technology applications.
- Excellent customer service and high level problem-solving and interpersonal skills.
- Ability to communicate and transfer knowledge clearly and effectively in a non-technical manner.
- Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment.
- Effective problem solving skills.
