Lead Technical Support Representative

Job Summary

A company is looking for a Lead Technical Support Representative.

Key Responsibilities

• Provide ongoing support for walk-up questions within the TSR department
• Monitor and coach real-time queue health, focusing on customer contacts and service levels
• Document walk-up topics to identify training needs and assist in supplemental training for TSRs

Required Qualifications

• Minimum 1 year of experience in Transportation Support
• Previous experience in a team lead role is preferred
• Knowledge of standard call center metrics and service level agreements
• Ability to thrive in a fast-paced environment and re-prioritize quickly
• Promising leadership and delegation abilities