Technical Support Representative Team Lead

About the role

Facility Solutions Group is expanding their staff and seeks a Team Lead, Technical Support Representative - Level 4, to join the Round Rock, TX team. This position works in a fast-paced communication center to resolve technical issues through various methods, including inbound phone calls, emails, alarms, and chat. The Lead Technical Service Representative leads, supports, and manages an assigned team, escalating issues as needed.

Responsibilities

• Resolve technical issues by identifying problems, researching, and guiding clients through corrective steps
• Research required information using available resources
• Respond to tickets, resolve underlying issues, and document occurrences and solutions
• Identify and escalate priority issues according to client specifications
• Lead and support an assigned team, acting as a technical and soft skills lead
• Contribute to internal knowledge base and perform ad-hoc training for team members during low volume periods
• Improve system performance by identifying problems and recommending changes
• Follow up on customer callbacks and make scheduled callbacks
• Organize documents and records, and take detailed notes
• Drive the team using Scrum methodology and execution
• Work collaboratively with the team using sprints

Requirements

• World-class customer service skills
• Active listening skills
• Problem-solving capabilities
• Proficient in remote desktops, G-Suite, and OS navigation
• Ability to lead a team of 3 or more people
• Remarkable attention to proper phone etiquette
• Ability to type and have strong grammar skills
• Ability to organize documents and records, and take detailed notes

Qualifications

• High School diploma or General Education Degree
• Demonstrated proficiency in EMS, HVAC, and relay logic lighting controls
• 2-5 years experience as a Technical Service Representative - Level 2 or above preferred

Skills

• Customer service skills
• Problem-solving abilities
• Computer skills (remote desktops, G-Suite, OS navigation)
• Team leadership
• Attention to detail
• Technical knowledge (EMS, HVAC, relay logic lighting controls)

Benefits

• Support for cutting-edge technology
• Stable employment
• 401K program with matching contribution
• Medical, dental, and life benefits
• Advancement opportunities for outstanding performers

Pay

TBD

Schedule

TBD