[Hiring] Team Captain, Client Services @Intermedia Intelligent Communications

Role Description

Intermedia is seeking a Technical Support Team Captain to join our award-winning Client Services organization. We’re actively recruiting for a candidate who is technically proficient and dedicated to managing a technical support team, as well as contributing to the daily support operation. The successful candidate will have a passion for leadership, employee development, and mentoring. Team Captains also contribute to projects related to strategic process improvements and customer experience.

• Highly experienced managing support teams in a remote environment.
• Assist with daily operations and manage a team of support specialists to provide proactive and reactive support to customers and partners.
• Effectively communicate and coach to performance expectations on case quality and customer interactions.
• Provide extensive coaching related to Intermedia’s product suite.
• Analyze feedback and data to identify top user issues for Voice services and present that data to stakeholders.
• Monitor call center metrics such as: Support Experience (CSAT), TAP (Trusted Advisor Program) FCR, Productivity, Work Quality, and Schedule Adherence.
• Meet or exceed operational and customer support experience metrics targets.
• Evaluate, prepare, and conduct weekly, monthly, quarterly, and annual performance reviews based on business need and team member performance.
• Strong ability to adapt to policy and procedure changes.
• Manage Footprints and Oracle Soft Cloud case workload.
• Create and maintain both internal and external support documents.
• Assist during major incident handling procedures in the event an outage occurs, including executive and customer-facing communication.
• Work closely with the Workforce Management team to ensure schedule adherence and assignment to meet our SLA.
• Participate and contribute to strategic improvement projects as defined by the Support Senior Managers or Support Director.
• Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure support alignment.
• Strive daily to provide a Worry-Free Experience to customers and internal clients.

Qualifications

• Bachelor’s degree or equivalent combination of education and/or 5 - 7 years of experience in Technical Support or a customer-facing technical role.
• 3+ years of experience in a managerial role, preferably in a remote environment.
• 3+ years’ experience of successfully working in a Technical Call Center Environment.
• SSCA, SSVVP, CompTIA Network+ Certified.
• Exceptional written and communication skills.
• Well-versed in cloud communication products.
• Advanced technical knowledge of Cloud Communication Voice Services.
• Experience managing others in a virtual environment.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Experience working in a virtual environment.
• Ability to delegate effectively, select, train, and motivate others.
• Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting.
• Proficient in Microsoft Applications including Word, Excel, Outlook, and Microsoft Project.
• Excellent organizational skills and an aptitude for detail.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work independently and collaboratively.
• Ability to handle multiple projects simultaneously and work under stringent deadlines.
• Self-motivated.
• Demonstrated Time Management skills.
• Ability to remain level-headed in a high-pressured environment.
• Advanced problem-solving & analytical skills.
• Ability to analyze data and identify trends.
• Constantly striving for Excellence in Customer Experience.

Company Description

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!