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Lead Customer Support Representative
Deluxe Entertainment
Wilmington, OH, United States
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SUMMARY:
The Domestic Digital Support Lead is in place to provide direct support to the Digital Support Technicians during their assigned shift. Responsibilities include assigning daily tasks, shifting duties between technicians to meet business volume, answer technical questions and coaching technicians. The Lead is also a liaison to management to implement procedures, report team issues and escalate urgent issues including those pertaining to internal systems. Directly interacts with other departments, Exhibitors, Studio Clients, and Vendors.
KEY DELIVERABLES – Describes the expectations of the role
• Possess a thorough understanding and working knowledge of the main systems and other web based programs used to perform the job daily.
• Is a proven expert in the procedures, workflows and systems used on a daily basis.
• Establish and maintain courtesy and professionalism as a leader in all aspects of the job despite any adverse situations presented to them.
• Ability to foster and develop positive working relationships with technicians to promote an environment of open communication and professionalism.
• Has an ability to lead others in stressful situations including making sound judgements when information may be lacking and time is of the essence while regarding company and client policy.
• Assigns and verifies the completion of tasks assigned to technicians in an impartial manner.
• Stays up to date with changes to procedures, systems and updates to theatrical releases.
• Disseminates communications to technicians on their shift as updates and changes arise, or at the request of the supervisor or a manager.
• Actively monitors business volume and assigns technicians as needed to ensure SLAs are kept up.
• Responsible for updating and reporting issues that arise with distressed key and/or content orders through standard communication channels including service tickets and emails. This involves problem solving with precise documentation and effective follow up.
• Coaches technicians when they notice sub optimal performance or behavior with regard to company policy, departmental procedure and client standards. Records steps taken and escalates to the supervisor or manager on duty.
• Escalates extreme performance or behavior issues to the supervisor or manager on duty.
• Possess and exercise the ability to make sound judgment when negotiating issues that arise from trouble-shooting. This includes having the skill to determine appropriate actions and rapid prioritization of issues and steps to prevent dark screens.
• Ability to generate required reports from systems, as well as read and utilize information.
• Provide feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements.
• Create and sustain a safe, quality work environment for all Digital Support Technicians.
• Communicate in a timely manner with all other departments on an issued they need to address or be made aware.
LEADERSHIP AND INFLUENCE – Describes the impact this role has on the company and the business in terms of organization strategy, work methods, decision making and results
• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills.
• Must demonstrate positive attitude, able to handle self professionally in a high stress situation, project self as a team player.
• Provide leadership to all associates in a professional and positive manner. The leadership must stress strict compliance with all Customer Solutions and Deluxe policies and procedures.
• Possess strong decision making and problem solving skills and ability to address issues with associates in a consistent and timely manner.
• Properly and timely escalate all associate, customer production and system issues based on established standard operating procedures.
• Assist Supervisors in assigning the daily workflow and delegating tasks in a fair and impartial manner.
• Facility associate training with respect to all SOP’s (standard operating procedures) as well as maintain SOP’s as needed. Goal is to continually promote cross-training and associate development.
BUSINESS ACUME/EXPERTISE/COMPENTENCIES – Describe the professional experiences, educational background, knowledge, and behavior required to fulfill the role responsibilities
• Minimum of a High School Diploma or equivalent. Associate degree or above preferred. Two years of work related or management related experience would be considered.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required. Candidate must type a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Excellent verbal and written communication skills are needed in order to communicate effectively to all levels of the organization as well as internal and external customers.
• Must be detail oriented, self-motivated, possess good problem solving skills, ability to multi task in deadline driven environment and work with minimal supervision.
• Strong customer service skills focused on problem solving and customer satisfaction
• Experience with incident management systems and web-based applications required.
• Experience in defining, documenting, and implementing business processes and procedures.
• Basic computer networking skills and familiarity with cinema environment is a must. Understanding technologies such as TCP/IP, FP, SNMP, multicast, broadband and dial up connectivity.
• Experience in Customer Service organization, and/or Technical Operations Services including hardware/software systems and connectivity monitoring and troubleshooting highly desired.
ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER
Physical Requirements:
• Ability to sit for an extended time up to an entire shift.
• Ability to occasionally lift or transfer up to 25 pounds.
• Ability to view computer screen for an extended time up to an entire shift.
Language Skills:
• Ability to read and interpret documents, routine reports, and correspondences.
• Ability to speak clearly and professionally.
• Ability to create written communication for co-workers, management, and customers.
Environmental Considerations:
• Ability to multi-task effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress, fast paced environment.
• Working indoors in air conditioned atmosphere without access to see outside.
• Be present for assigned work shift, but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including week-ends and holidays.
• Ability to professionally greet visitors and use proper phone etiquette when answering phones.
• Ability to have a clean and organized workstation
Misc:
• Deluxe’s policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's personnel representative if you need assistance completing any forms or to otherwise participate in the application process.
• We offer competitive pay and benefits program, including: medical, dental & vision coverage, vacation & sick leave, 401(k), and more.
• Shift is determined by job knowledge, experience, professionalism, teamwork/flexibility, business need and eligibility.