Technical Support Team Leader Resume Example

• Attended the Pipeline group training to be a backup for Tech Team Leaders.
• Provided floor coverage to answer questions from technicians.
• Skilled for the escalation queue and took escalated calls from clients.
• Monitored real-time phone states to ensure adherence.
• Became certified for Written Communications.
• Receive incoming calls and live chats from MINDBODY clients.
• Provided support by answering email inquiries.
• Resolve client inquiries and technical issues.
• Provide training to clients who are just learning the software or that need to be refreshed on functionality.
• Provide support to surrounding technicians that are in need of assistance.
• Consistently aligning with company core values.
• Maintaining a MEET or EXCEED score on quality evaluations and successfully meeting schedule adherence expectations.
• Provided an elevated customer experience to generate a loyal clientele.

• Validating customer address and class of service.
• Analyze orders made by sales representatives to ensure accuracy and compliance with company policy.
• Create detailed multi-part service orders and assign them to the corresponding department who will fill the order for the customer.
• Filing forms and data to customer folders so that it can be easily accessed by other departments.
• Reviewing completed orders and entering detailed billing information into the customer's account before billing cycle deadline.
• Speaking to contracted agents and companies to verify information and to educate on proper completion of forms.
• Providing information to help resolve urgent and high priority situations.
  

• Completed the UPS MAPP Supervisor testing which qualified me as a candidate for a Management position at UPS.
• Assigned to a variety of teams for support of up to 30 - 40 technicians. 
• These teams have excelled at Call Handle Time and Quality, and often are selected to beta test new software and procedures.
• The most recent team is a specialty team which supports customers using desktop sharing software.

• In addition to supporting the technicians, other duties delegated by the Call Center Supervisor include:

1. Preparing Action Plans to assist in improving agent performance.

2. Monitoring staff scheduling software to manage technician schedule adherence.

3. Monitoring quality scores to ensure quality measurements are met.

4. Acting as Point-of-Contact for the development of software.

5. Making calls directly from customers and providing software support.

6. Taking escalated calls from upset or concerned clients.

7. Managing service levels, making adjustments to satisfy customer demand.  

• Respond to UPS shipping customers' inquiries to resolve technical issues regarding UPS shipping hardware and/or software and answer questions about UPS services.
• Fully documenting troubleshooting steps and company information for individual customers. 
• On a scale of 1-5 for quality of service, with 5 being the highest, maintained a consistent average of approximately 4. 
• Trained approximately 10 new technicians and coached others.
• Served as an assistant Technical Lead, answering technical questions and giving authorization approvals for escalating issues to a higher level of support for first level technicians.
• Coached other team members to improve performance for the team. 
• Also apart of a special team “Special Forces” for technicians that exceed the call center standards in quality and call handle time.