- Expiry Date: 01 October 2021
To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.
Provides leadership, direction, and support to a team of IT Support colleagues.
Ensures IT Support processes and procedures are adhered to and departmental objectives are met.
Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
Ensures company customer service standards are met.
Communicates high visibility issues to immediate supervisor.
Maintains good client relationships.
Serves as a final level of quality for issue escalation research.
Continues to identify areas of improvement (process or employee).
Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.
Manages complex troubleshooting and software development issues as needed.
Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
Escalates calls to the appropriate departments as needed.
Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
Provides status and follow-up information to internal or external customers as needed.
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Six (6) years of Help Desk or technical support service experience or equivalent combination of education and exp
erience required. Supervisory experience preferred.
5 years of IT Software Analysis experience.
Skills & Knowledge:
Excellent customer service skills
Proven understanding and knowledge of Quality
Good knowledge of service center processes and procedures
PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Excellent interpersonal skills
Excellent negotiation skills
Good judgment and discretion skills
Ability to manage multiple projects and set priorities
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
Ability to complete required number of monthly quality monitors
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.