Shift Lead, Customer Support (remote, 24/7)
Krakow
Relativity Service Delivery – Customer Support /
Full-time /
Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements?
The Shift Lead will ensure the customer support team meets defined Indicators to provide a positive experience for our customers during their designated shift. The Shift Lead will also ensure there are smooth operational transitions from one shift to another and ongoing customer needs are addressed. You will ensure that service levels are managed and customer expectations are achieved or exceeded. The Shift Lead works with Support Management, the WFM team, and the Knowledge Manager to ensure technicians are meeting performance goals, and that operating standards and procedures are developed, revised, and followed to provide excellent customer service.
Your Role in Action
- Oversee daily staff activities in the Service Desk; and trains, mentors technicians
- Manage urgent and complicated support issues. Be the escalation point for all requests and incidents
- Manage Service Level Agreements to set expectations and measure performance
- Ensure smooth operational transition from one shift to the next to meet teamwide performance goals and ensure ongoing customer needs are addressed
- Develop guidelines and procedures in the Service Desk to improve quality and process. Advise management on situations that may require additional support or escalation
- Develop ticket escalation processes and determine the cause of issues to communicate to customers
- Manage processes for communicating outage/emergency activities
- Develop, update, and maintain training material for technicians in partnership with the Knowledge Manager
- Provide review of data, indicators, and trends to management on a daily, weekly, monthly or as-needed basis
- Drive ticket trending analysis and partners with management to develop strategies for improvement
- Monitor employee work schedules and provide backup support
- Manage the ticket queue and assign tickets to technicians
- Review customer satisfaction feedback to improve services, tools and support experience
- Maintain the flexibility to work any shifts or on-call schedules, or other time frames
- Ensure appropriate procedures are followed for creating, scrubbing, updating, escalating,transitioning, resolving and closing support tickets
- Maintain team-wide categorizing and documenting of tickets to ensure accurate reporting and maintenance of historical data
- Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices
- Track hours worked daily
- Commitment to and demonstration of core company values
Your Skills
- Available for working shifts 24/7
- 2+ years in a role working with customers, or equivalent education
- Experience supporting clients as a primary contact using phone and email
- Process-oriented with the ability to guide efficiency and strategies for improvement
- Experience with and knowledge of contact centers, workforce management, and meeting service level targets
- Prioritize projects based on company and team goals
- Experience using ITIL methodology
Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.
Benefit Highlights:
Comprehensive health plans
Flexible work arrangements
Unlimited time off
Long-term incentive program
Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
