Job Description

The Lead will manage a team of 10-12 Technical Client Support Representatives.  Responsible for overseeing results and solving any issues related to customer outreach connectivity migration notifications, as well as support of customer inquiries related to connectivity migrations. Manage escalations of assisting customers to make / facilitate changes necessary to successfully accomplish connectivity migrations. Work with internal and external resources to analyze, define and resolve or escalate client issues. 

Essential Duties and Responsibilities

•     Review and research data communications connectivity issues to resolution using established policies, procedures and practices. Handle any escalations, and assist in streamlining processes when needed.

•     Manages the teams responsiveness to customer (external and internal) inquiries or complaints via incoming telephone calls, 24/7 cases or email correspondence with minimal supervision.

•     Assist internal and external clients with resolving or escalating COMM / connectivity issues effectively.

•     Clearly communicate and help to understand technical / non-technical resolutions to customers, Customer Service Representatives, Account Managers through written or verbal communication.

•     Daily and weekly customer / management issue updates of issue status.

•     Accurately document and communicate case progress, resolution or escalation in applicable systems.

•     Complete assigned tasks in a thorough and detail-oriented manner.

•     Escalate issues in a manner consistent with department protocol and management directions.

•     Contribute to the growth and development of the support department by identifying any possible areas of needed improvement and adapting to change as directed.

•     Provide assistance to _________________ customers while maintaining a courteous manner and helpful attitude.

•     Organize personal resources for easy access and future reference. (From Ultipro)

Job Requirements / Skills and Knowledge

•     Ability to manage and oversee team

•     Ability to multi-task.

•     Knowledge of Batch Healthcare Medical/Hospital EDI transactions a plus.

•     Strong verbal and written communication skills.

•     Organizational and efficiency skills.

•     Strong customer support interaction skills across various communication media. (call, email, 24/7 cases, face to face.)

•     Strong computer technical support skills specifically COMM related.

•     High School diploma or GED - experience in a call center or technical desk required, with 1-2 years of Supervisory or Team Lead experience.

•     Ability to function independently as well as in a group.

•     Ability to navigate through multiple computer applications simultaneously