Ticket Admin Lead

Milestone Technologies Inc. Mountain View, CA
Overview

The Ticket Admin Lead's responsibility is to ensure smooth, efficient, and timely deployment of all hardware. This includes, but is not limited to:

* Manage day-to-day operations of Ticket Administrators

* Ensure that all hardware requests are responded to and fulfilled within SLA.

* Lead, mentor, and coach the Ticket Admin Team

* Handle escalations

* Keep ad-hoc projects on track

* Collaborate with team leads from other departments

* Other duties as assigned by Milestone or the Client.

Responsibilities

ESSENTIAL FUNCTIONS

* Point of Contact for day-to-day customer service operations

* Keep track of team's performance and adherence to KPIs

* Ensure appropriate staffing

* Provide guidance and coaching to individual members of the team

* Partner with CS Logistics Manager to continuously improve processes

* Resolve customer issues and provide solutions to problems within a fixed period of time

* Responsibility for ensuring high level of customer satisfaction

Qualifications

EXPERIENCE REQUIRED:

* 3 - 5 years online customer service experience

* 2 years managing a team of frontline customer service representatives

* Knowledge or interest in computer hardware and operating systems

* Proven record of successful experience in working in a fast-paced environment

* Experience and proficiency in interpreting / analyzing data

KNOWLEDGE / SKILLS REQUIRED:

* Ability to lead, coach, and mentor personnel

* Must have advanced computer and typing skills

* Proficiency in Excel or Google Sheets

* Proficiency in Google suite applications: Gmail, Docs, Calendar

* Positive and can-do attitude with the ability to make things happen

* Flexibility and adaptability to process and policy change, as mandated by clients

Similar jobs you might like

Receptionist - Atria Burlingame
Atria Senior Living Group, Inc. Burlingame, CA