Customer Support Team Lead

Customer Support Team Lead

Summary/objective

The Customer Support Team Lead is responsible for assisting the Customer Support Manager in maintaining the daily activities, ensuring efficient processes and provide informal leadership to a team of Customer Support Representatives.

Core Job Duties

• Develop and maintain the technical knowledge base pertaining to the systems and functional knowledge of the supporting platforms. May be involved as a subject matter expert when potential changes to system or process occur.
• Develop training materials, presentations, job aids, knowledge checks, etc. to meet the Acts as first line of contact assisting to resolve daily issues
• Assist in researching discrepancies, reporting between systems, completing adjustments, and resolves inaccuracies
• Assist in managing escalated issues, while keeping the manager informed throughout entire process
• Build strong customer relationships
• Adheres to company and departmental policies
• Will act as a mentor to Customer Support Representatives
• Will run and monitor the dashboard for non-assigned clients
• Monitor phone queue and email boxes
• Process payroll voids and regenerations
• Other functions and projects specific to the Team

Job Complexity

• As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

• Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures.

Supervision

• Acts independently to determine methods and procedures on new assignments. Exercises initiative and judgement in completing recurring assignments. Often acts as a facilitator and team leader.

Experience

• Typically requires a minimum of 6+ years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• High school diploma or equivalent
• At least 3-5 years in a customer support role with customer facing responsibilities
• 1 year of experience in people leadership
• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• Must have passed Senior Level iSolved University certification.
• A strong product, service and technical background is required and experience in supporting isolved platforms

. Additional Preferred Qualifications

• Bachelor's degree
• 3+ years related experience
• Previous experience in coaching, training and supporting a customer service team

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift at least 7 pounds.

Travel Required

Yes, travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Nonexempt

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.