Job Posting for Assistant Manager/Lead Support at All In A Day, Inc.

We are looking for an Assistant Manager to assist with the coordination and support of our Customer Support teams on location. The ideal candidate will be well versed in areas of business to include call centers, with specialized skills in scheduling, delegating, and motivating.

This will be a non-exempt position with minimal travel requirements, other than to and from our office daily.

Essential Functions

Assists with day-to-day operations of the Support team under supervision of the Customer Support Manager.
Maintain records of all customer support tickets, sends out reports as needed.
Assigns and monitors tasks for the Support teams.
Works closely with team members to work through client and internal issues related to open tickets to ensure we are delivering timely responses to requests for support.
Works closely with team members on solutions for new projects and existing customers.
Interacts with external customers to work through current issues during regularly scheduled conference calls.
Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.
Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
Set priorities and manage time effectively.
Tracks and manages development issues for both breaks and enhancements.
Provide a weekly report of open issues and statistics of Support team activities.

Requirements

HS diploma or GED required.

Required Skills/Abilities

Call Center experience is a requirement.
Previous experience in a team-leading role required.
SAP knowledge a plus.
Five9 call system knowledge a plus.
SalesForce knowledge a plus.
Excellent keyboarding skills
Strong phone and verbal communication skills
Excellent active listening skills
Must be able to multi-task.
Must be able to work independently as well as with a team.
Demonstrate willingness to learn company software and industry.
Excellent written communication skills
Communicate effectively, set appropriate expectations, conduct follow-up, and thoroughly document all communications regarding team development.
Understanding of Networking and SQL database and MySQL experience.
Document clients contact in accordance with company policy and procedures.
This person must have demonstrated the ability to act and learn on his/her own initiative and execute objectives without day-to-day supervision.
Demonstrated advanced knowledge of PC operating systems and applications, including Microsoft Windows and Microsoft Office applications, specifically Excel.
Demonstrated ability to work well under pressure, make key decisions, and motivate others.

Effective Time Management

The specific tasks and duties as outlined in the current job description will be completed within the established time frames set by management.

Ethical Standards of Profession

Employee will be required to act in a manner that is in accordance with current ethical standards and promotes a positive public image for the organization and the profession. In addition, actions will be in accordance with the established legal aspects of professional standards and company policies and procedures.

Effective Communication

Employee will respond to both internal and external customers by returning phone calls, checking e-mails, responding to requests, and working collaboratively with other departments. Communicate in a manner that is clear, concise and facilitates organizational goals. Communication will be accomplished in a timely manner and will ensure that all parties have a firm understanding of the message(s) being communicated.

Customer (client, internal, external) Satisfaction

The employee will recognize customer satisfaction as a priority and will make ongoing efforts to assist both internal and external customers in a courteous and professional manner.

Cooperation and Collaboration

The employee will actively seek out supervision, be an active part of the team and will obtain the supervisor's signature/approval on appropriate documentation. The employee is respectful with internal and external professional colleagues and is not engaged in frequent conflicts with others.

Physical Requirements

Remain in the seated position for long periods of time.
Occasionally required to walk or stand.
Some bending, lifting, and stretching.
Normal range of hearing and eyesight.
Eye-hand coordination and manual dexterity.
Oral and written communication.
Must be able to perform the essential functions of the job with or without reasonable accommodations.

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Salary.com Estimation for Assistant Manager/Lead Support in Jonesboro, AR

$69,571 - $92,380

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Assistant Manager/Lead Support

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