Technical Support Team Lead
7 days ago
Job Summary
We are seeking a skilled IT Service Delivery Specialist to join our team at IQVIA Argentina. The successful candidate will be responsible for providing first-line support to company employees to resolve computer software, hardware, and networking problems.
Key Responsibilities
- Reviews agent metrics and meets with agents regularly to discuss performance.
- Signed time cards.
- Reviews calendar schedule for shifts and works with respective team leads for consistency.
- Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership.
- Continues to mentor and coach junior staff.
- Works with Sr. leadership to develop developmental goals for agents.
- Works with Sr. leadership to develop 'SMART' goals for all agents.
- Able to drive escalations to a resolution by engaging multiple teams within IQVIA.
- Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.).
- Able to work and lead small teams for a specific result.
- Serves as SME within the Service Desk and answers questions from more junior staff.
- Able to help with administrative duties including staff scheduling and vacation, holiday planning.
- Provides first and second level of support and conveys resolution to customer issues.
- Accurate escalation of unresolved queries to the next level of support team.
- Tracks, routes, and redirects problems to correct resources.
- Utilizes excellent customer service skills and exceeds customers' expectations.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Should possess strong technical background.
- Ability to deal with users through calls, chats, and email.
- Should have prior technical support experience.
- Good typing speed (minimum 40 WPM and 98% accuracy).
- Logical thinker.
- Good analytical and problem-solving skills.
- Up-to-date technical knowledge.
- Good interpersonal and customer care skills.
- Flexible in working 24/7 environment.
Requirements
- Associate's Degree preferred.
- 5-6 years of Service Desk or Information Technology Experience.
- 5-6 years of Customer Service Experience.
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