Enterprise Technical Support Lead- Hybrid (Remote Rotating weekend and overnights shifts required)
Company: STENOGRAPH, LLC
Location: Downers Grove
Posted on: May 9, 2022
Job Description:
Stenograph the leading supplier of machine writers, software,
and other productivity tools and services to professional court
reporters, CART providers, captioners, scopists, and
transcriptionists in the shorthand and manual speech-to-text market
is seeking a Enterprise Technical Support Lead in our Downers
Grove, Office.\n Position: The Enterprise -Team Lead will oversee
the functioning of the Technical Support Department, supervising
technical support representatives and provide second-level support
to internal customers. -Responsibilities: Oversee the technical
support of company marketed software and hardware products.
- Monitor phone queues on a daily basis and make necessary
staffing adjustments to insure timely call response.
- Assist with coordination of staffing and department
scheduling.
- Resolve challenging, on-going technical and operational
problems.
- Monitor department follow-ups, tracking response to the
customers and guiding support representatives to the proper
resolution.
- Receive and handle escalated customer issues and complaints and
follow up as needed. Supervise support representatives
- Evaluate job knowledge of support reps by monitoring and
reviewing calls and assess training needs.
- Give feedback regarding overall performance and call
accuracy.
- Document personnel matters for reps and maintain
confidentiality.
- Conduct yearly performance reviews. Provide second level
technical support to customers and company employees by answering
technical questions and resolving problems relating to company
products.
- Explain and enforce departmental and company policies and
procedures.
- Learn and Maintain a working knowledge of company marketed
software and hardware products.
- Identify, analyze and address software and hardware questions
and problems. Qualifications The Technical Support Team Lead will
have the following experience and attributes:
- Rotating weekend and overnights shifts required (shifts will be
remote)
- Prior experience with sound mixing software a plus
- Prior experience with audio recording hardware a plus
- Associates degree or better, or related business
experience.
- Management experience a plus.
- Previous technical support or related technical experience a
plus.
- Familiar with iOS and web browsers.
- Working knowledge of PC's, Windows Operating Systems, and PC
applications, with Bluetooth, wifi and USB devices.
- Ability to maintain a positive attitude and professional manner
working under pressure.
- Good problem solving and communication skills.
Keywords: STENOGRAPH, LLC, Downers Grove , Enterprise Technical Support Lead- Hybrid (Remote Rotating weekend and overnights shifts required), IT / Software / Systems , Downers Grove, Illinois
Didn't find what you're looking for? Search again!
Loading more jobs...