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Requisition Number	09-0631
Title	Lead Technical Support Representative, RFID
City	Boca Raton
State	FL
Function	Installation & Service
Description	FIRST SHIFT (7:00 AM TO 3:30 PM) Job Summary: Ensure customer satisfaction by ensuring the RFID Remote Diagnostic Center productivity goals are achieved. Assist Team Manager with the RFID Technical Support Representatives to include coaching and mentoring them on achieving service objectives. Provide feedback to the Team Manager regarding team members’ performance and other business related issues. Duties and Responsibilities: • Directly lead assigned representatives to ensure compliance with processes and procedures. Teaching, coaching and mentoring team members in efficiency and effectiveness. This is accomplished by running daily metrics to include the number of tickets closed/edited, system login times, and phone login times. • Manage the workflow, ensuring the timely resolution of new tickets, and verifying correct troubleshooting on closed tickets. Responsible for reviewing all service calls logged and following up on all tickets in queue. • Work tickets and take phone calls as the other RFID Tech Support Representatives. • Review team procedures to ensure they are up to date. Ensure processes are documented properly and make changes as appropriate. • Provide continuous feedback to the Team Manager in regards to individual team members’ performance for annual performance reviews, coaching and counseling, developmental needs, and report any inappropriate behavior that needs to be immediately addressed. • Perform duties as acting Team Manager as needed.
Requirements	• High school diploma or equivalent required • College (AS or BS) degree in technical field preferred • Five (5) years of experience in a technical support help desk or technical call center • Two (2) years of experience in a lead or manager capacity (preferably in a call center environment) • Experience with remote technical troubleshooting • Solid knowledge of computer networks and hardware connectivity • Knowledge of MS office • Strong communication skills, both oral and written • Ability to provide constructive feedback and direction to team members to motivate and influence performance • Must possess excellent organizational and analytical skills, as well as the ability to perform and provide results in a fast-paced, team-oriented environment
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