Milestone Technologies, Inc.

  • Ticket Admin Lead

    Job ID
    2018-6277
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Temporary Full-Time
    Job Category
    Logistics
  • 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

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