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Team Lead, Customer Care
| Location: | Toronto, Ontario, Canada |
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| Job Type: | Permanent |
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| Posted: | 12th Aug 2010 |
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| Closing Date: | 1st Jan 2010 |
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| Posted By: | JobZen |
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| Details: | |
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Team Lead, Customer Care
JOB TITLE: Team Lead, Customer Care
JOB TYPE: Full time-Permanent
LOCATION: Toronto, ON
COMPENSATION: 50,000 to 65,000
TAME Search requires a professional who can take ownership of customer support for their client, an advanced financial services software company.
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Tracks and monitors the problem to insure a timely resolution. May require an associate's degree in a related area and 3-5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected.
JOB RESPONSIBILITIES:
1. Support: Providing application support to end users on a variety of issues
2. Troubleshooting: Identifying, researching, and resolving technical problems. Tracking and monitoring the problem to insure a timely resolution. Performing basic to intermediate diagnostics. Escalating requests that require additional attention to the appropriate internal group
3. Service Requests: Receiving, logging and prioritizing all services requests from external and internal customers
4. Customer Service: Responding to telephone calls, email and personnel requests for technical support. Acting as the primary customer contact until requests are closed. Additional roles include:
Providing after hours emergency support
Supporting new customer implementations
Providing training to new customers
5. Testing: Testing application and system changes as required
6. Project Coordination: Leading and directing the work of others including setting deadlines, assigning responsibilities, and monitoring and summarizing progress
7. Adherence to Policies and Procedures: Adheres to safety, security and all other company policies and procedures.
8. Teamwork and Support: Supports team by modeling behavior that encourages regular attendance, contribution of ideas & feedback, assisting in enhancing operations and customer service. Models team oriented behaviors by answering questions and assisting team members and other departments with inquiries and other related matters. Provides excellent service to both internal and external customers. Administers centralized incident management system (OnTime by Axosoft).
9. Professional Development: Maintains up to date knowledge of products and services. Attends appropriate development courses on an ongoing basis. Maintains professional contacts with other companies, vendors and other industry contacts. Keeps abreast of claims, insurance and legislative changes and best practices.
10. Other Duties: Performs other related duties, as assigned.
Job Requirements:
Education, Training and Experience:
Post secondary diploma or degree, or equivalent
Minimum 3-5 years experience in a senior or lead support role
Specific Skills and Abilities:
Excellent diagnostic skills
Excellent written and verbal communications skills
Working knowledge of Windows 2000/XP/Vista
Project and business management skills
Working knowledge of lending or loan origination systems would be an asset
Working knowledge of the application service provider model would be an asset
Quality assurance testing would be an asset
Experience working with defect/bug tracking systems would be an asset
Training and hands-on project coordination/management experience would be an asset
Personal Attributes:
Works with a sense of urgency
Exhibits enthusiasm and promotes a team environment
A self-starter; takes initiative
Strong learner; supports continuous learning
Confident, mature and able to work under pressure in a changing, dynamic environment
Strong detail orientation; is able to work thoroughly, accurately and error-free
Demonstrates punctuality and reliability in work attendance
Understands and demonstrates positive outlook towards change
You can apply to this job and see others here: jobzen DOT ca job |
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