Team Leader, Application Support

Job Summary

Position Summary

Reporting to the Manager, Client Support – the Field Site Support Supervisor, Client Support, oversees the Interception, documentation, troubleshooting and resolution of all technical and customer service related issues reported via phone, email and first person. Schedule and organize staff members to meet the needs of the company and department.

Responsibilities

Supervise and Motivate Team Members

·         Document, analyze and report on daily issues, policies and procedures.

·         Perform quality control

·         Scheduling staff members to meet departmental needs

·         Directly contribute to support staffs professional development

·         Identify department needs and provide solutions

·         Evaluate and report employee performance

·         Regularly attend and contribute to client meetings

·         Directly contribute to group development

·         Help team moral by celebrating success

Maintaining Service Level Agreements

·         Understand key client SLAs and support SLA tracking and reporting

·         Take ownership of issues and coordinate with Manager, Client Support to resolve issues within the team and through other Active Outdoor departments

·         First point of escalation for issues escalated from client requests

·         Provide resolutions to issues in accordance with service level

agreements

·         Investigate and resolve data issues

·         Ensure quality and constancy of support so services levels remains high

Provide Technical Leadership

·         Provide guidance and technical assistance to members of the support team

·         Ensure technical documentation is created, maintained and readily available to the support team

Miscellaneous

·         Take ownership for and/or participate in special projects as assigned

·         Help define, document, and improve support workflows – including developing training material for new               staff

·         Directly contribute to SLAs by continuing to do case work and answer incoming requests.

·         Positive attitude

·         Ability to work well under pressure

·         Pride in your attendance and punctuality

·         Willingness to learn new procedures and follow them

Active Network is an Equal Opportunity Employer