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Job Information
Job title

Customer Support Sr. Specialist

Company ACS
Wage between $0.00 - $0.00 Annually
Location United States, Kentucky, Lexington
Employment type Full Time
Education High School
Year Experience 3 - 4 Years of Practical Experience
Travel None
Published on 3/13/2007
Description
Serves as technical and functional team lead providing guidance and leadership to lower-level staff members in a customer-oriented call center environment. Distributes and balances the workload among staff members in accordance with established requirements. Provides on-the-job training. A paraprofessional position requiring in-depth knowledge of applications as well as call center operations in order to effectively give functional direction to lower-level staff. The lead position applies comprehensive knowledge of concepts and practices in performing complex functions, and assists other staff members with problems or questions. Works under general supervision. Typically reports to a supervisor or manager.

REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:

Reviews and monitors incoming telephone inquiries regarding products and services. Ensures that teams or groups are performing and meeting the customer's needs in a timely manner.

Monitors and assists staff members in the daily operation aspects of the department including keeping in touch with the status and progress of work and makes day-to-day adjustments in accordance with established priorities.

Ensures adequate phone coverage, and shifting escalated calls to personnel to assure resolution to problems.

Maintains a focus on team building and motivating staff members towards providing quality customer service both internally and externally.

Provides assistance, training, and troubleshooting support to lower-level staff members in accordance with established practices and procedures.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

Plans and coordinates application upgrade releases for existing clients.
Provides both functional and technical support during upgrades.
Maintains documentation of client releases and versions.
Tests database upgrades. Maintains SQL files required for upgrades.
Assembles application files, release notes, etc. and transfers to clients via FTP.
Develops functional requirements for client requested modifications. Works with functional and technical staff to provide work estimates.
Coordinates with clients and data conversion team as required.
Augments front line help desk coverage when required.
Develops and maintains call statistical reports.df-tc

Experience/Skills
See Above

Other desired skills:
Customer Care Sr. Specialist
This job has expired.