Elite Team Lead

We're ONE team that is driven by our vision to unleash the power of human collaboration by delivering innovative, world-class solutions to our customers. We work smart, with a collaborative state of mind that drives our strategy and helps us achieve our common goals.

Polycom's innovative spirit begins with our people. We empower your personal and professional growth and we strive to give you everything you need to achieve your highest level of excellence. With your help, we'll accomplish great things.

Job Description:

Essential Functions: The Elite Team Lead will be working within our Elite Support organization. With the Elite team supporting customers 24 x 7 x 365, this position is part of a multi-shift team, including after hours, weekends and Holidays.

Major duties include:

* Work directly with customers on critical/escalated issues. Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing communications in both LAN and WAN based IP environments.

* Ensure that each agent has the technical skills required to troubleshoot every product they are responsible to support.

* Work with the team's manager to ensure that the technicians are prepared to support new products as they are released

* Monitoring queue calls, if an agent cannot pick up a call, the Team Lead will pick-up the call and assist the customer or notify the manager if they cannot do so.

* Interview and provide feedback on potential new hires.

* Provide input for team's staff meetings / chair staff meeting in absence of the Manager.

* Provide input for technician's for PACE conversations.

* Provide technical and procedural guidance to the other members of the team.

* Develop or propose methods to increase the efficiency of the Elite team. Gather data on business process problems and present case for recommended changes

* Involvement in new product implementation process

* Help promote teamwork and morale within the product group as well as within the rest of the department. Assist in creating a professional, cooperative and pleasant work environment.

* Manage/re-assign "lost cases" and maintain the teams case updates

* Perform QA on all worked service requests by the ESE team

* Review and approve all cases submitted for escalation

* Receive and eventually develop peer-to-peer training in all appropriate Polycom products as well as in the specific ways in which they are integrated into customer networks and more complex solutions.

Qualifications

* Ability to coach & mentor technicians to improve their overall technical and interpersonal skill sets.

* Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to root cause.

* Ability to communicate with different, diverse, and/or difficult audiences.

* Excellent customer service and communications skills.

* Working understanding of the Microsoft suite including but not limited to Client/Server OS, Lync/Skype for Business and Exchange.

* 4-6 years of experience in comparable IT or technical role.

* Strong understanding of the fundamental operations of a modern IP based network running (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP, load balancers, edge (federation) devices, etc.)

* Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), Lync/Skype for Business, O365, Exchange, and Azure virtual environment deployments and management.

* Strong understanding of the Linux OS both from an administrative and troubleshooting perspective

* Strong understanding of the Polycom Infrastructure products including but not limited to: RPCS, DMA, and RPAD

* Strong understanding of the Polycom video products including but not limited to: Group Series, RPD/RPM, and ITP Suites.

* Available to travel on occasion for customer interactions and/or training events

* Possession of the following certifications is a strong plus (Microsoft certificates related to the key technologies listed above):

* MCSE: Communication

* MCSA: Cloud Platform

* MCSA: Office 365

Highlights of our benefits include: Benefits effective on date of hire; competitive time off with accrual beginning immediately; 12 paid holidays including flexible holidays; 401k with company match; tuition reimbursement.Polycom embraces diversity and is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally-protected basis. Polycom participates in E-Verify.