Lead Technical Support Representative

A company is looking for a Lead Technical Support Representative.

Key Responsibilities

Provide ongoing support for walk-up questions within the TSR department

Monitor and coach real-time queue health, focusing on customer contacts and service levels

Document walk-up topics to identify training needs and assist in supplemental training for TSRs

Required Qualifications

Minimum 1 year of experience in Transportation Support

Previous experience in a team lead role is preferred

Knowledge of standard call center metrics and service level agreements

Ability to thrive in a fast-paced environment and re-prioritize quickly

Promising leadership and delegation abilities