OVERVIEW:
Team Lead(s) at SumTotal play a crucial role in assisting Support Managers with day-to-day operations and act as a mentor to a group of Tier 1 and Tier 2 technical support engineers providing technical/functional guidance. The job involves handling and resolving complex customer issues/situations in the areas of product functionality and defect correction. In this role, the Team Lead is expected to take end to end responsibility of the given tasks with minimum supervision and efficiently collaborate with cross functional teams to ensure customer success. This role is also expected to take on account management duties when one or more customers requires a coordinated and focused approach to managing a set of open issues to a satisfactory resolution. The team lead position is an individual contributor role. The team leads’ experience and technical expertise serve as a resource for the rest of the support team. In addition to expert product knowledge, the TS Team Lead should have highly developed troubleshooting and customer management skills to effectively mentor a group of Tier 1 and Tier 2 technical support engineers providing technical/functional guidance. This position requires well-developed multitasking and interpersonal skills. The candidate must also be accomplished in effectively translating and communicating complicated technical concepts and functionality to customers and other team members.
OPPORTUNITY HIGHLIGHTS:
Assist Support Manager in day-to-day operations and perform management duties.
Provide direction, guidance, mentoring and instructions to a team of TSE’s.
Assist with providing coaching for any technical/non-technical training required.
Effectively manage customer escalations
Maintain ownership of issues/escalations until resolution including coordinating resolution with other teams as needed and setting customer expectations accordingly.
Identify improvement opportunities and drive process changes as required.
Handle Support related projects as prescribed by the management.
Act as a leader within the Support Operations team by instilling customer service culture, monitoring the call queue, ensuring staffing levels, being an advocate for the team, but also an extension of management.
Participating in Associate on-boarding, mentoring and on-going training, including identifying areas for on-going technical and non-technical training for the team
Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions.
Collaborating with other areas of the business regarding Customer Operations issues and processes
SKILLS & QUALIFICATIONS:
Bachelor’s degree in information systems, computer science or engineering additional plus.
Functional and Technical expertise in any of the SumTotal Core suite products
Excellent communication skills
Strong customer service focus
Ability to communicate at different levels of the organization both internally & externally.
SUCCESS QUALITIES:
Personally Accountable for Team Success. We unleash our edge together.
Confident Achievers. We are bold.
Intellectually Curious. We are sharp.
Adaptable, Agile & Resilient. We are driven.
Customer First. We are real.
MORE ABOUT SKILLSOFT:
Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft and SumTotal are partners to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, and the SumTotal suite for Talent Development, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.
“Skills, Experience and Requirements Location : Ban/Hyd Have 5+ years of experience with network infrastructure including most of the following...
Apply For This JobJob Description Job Profile: Shopee Design, Shop n Shop Designing, Redesign Shopee design if any change required. Knowledge of Rendering...
Apply For This JobTroubleshoot and resolve technical problems or issues related to computer software and systems Provide technical guidance and recommendations to resolve...
Apply For This JobGreetings to all! We are hiring candidates for Designing and Development.We start new project on Banking and Hospitality Project Domain.Looking...
Apply For This JobInstalling new software Installing new hardware (servers, printers, computer workstations, etc.) Setting up user accounts, permissions and passwords Overseeing security...
Apply For This JobJob Description Key Qualifications 4 to 6+ years of full-lifecycle recruiting experience with a high-performing Expert level of knowledge in...
Apply For This Job