Virtual Collaboration Team Lead - Help Desk- Mesa AZ

Virtual Collaboration Team Lead

• Help Desk
• Mesa AZ Mesa, AZ Job Details Full-time $26
• $34 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Microsoft Word Knowledge management Spanish Customer communication Help desk support experience Microsoft Excel Microsoft Outlook Presentation software Multilingual Google Meet Technical documentation Call center experience Laptop (troubleshooting support) Zoom Visio Equipment troubleshooting English Mid-level Windows Communication platforms High school diploma or GED Supervising experience Associate's degree in information technology Team management Computer hardware HDI Certification Customer support ticket management WAN Computer networking Microsoft Teams Portuguese IT Technical skills instruction 1 year Associate's degree Escalation handling Leadership Call center management Communication skills Technical Proficiency CompTIA A+ Information Technology Full Job Description Collabtech is hiring for the position of Help Desk Lead at Collabdesk, located in Mesa, AZ.

We are looking for a high-performing candidate with strong technical skills and a significant training impact. •

MULTILINGUAL

SPANISH

SPEAKER / PORTUGUESE SPEAKER

•

Job Summary:

The Virtual Collaboration Help Desk Team Lead position provides daily support to Collabdesk employees and assists with technical escalations, training, and Q&A. Additionally, the Team Lead role will be responsible for providing direct technical support to clients as an active Collaboration technician.

Key Responsibilities:

Assist and train Virtual Collaboration Technicians on process, procedure, and technical skills 20% Update and maintain Help Desk Documentation and knowledgebase articles for aligned clients in support of ever-improving Level 1 resolutions and customer satisfaction 10% Work on tickets escalated by call center analysts with a focus on training and knowledge base opportunities Directly assist the team as part of the Call Center queue for assigned languages or during volume spikes/absences. 50% Ensure the team communicates with customers quickly and effectively within the SLA timeframe. 10% Focus on departmental operational execution, assisting appropriate service-level focus from aligned teams. Reporting on staff metrics

Job Requirements:

2+ years of Technical Call Center/Help Desk experience 1+year experience in a supervisory or leadership role

Multilingual:

Spanish/ Portugeuese speaker Comfortable with working on multiple open tickets simultaneously. Comfortable with investigating, analyzing, and troubleshooting complex client issues. Able to make decisions on service ticket resolution without supervision. Act as a positive and supportive influence within the team Ability to effectively communicate and train aligned team members Demonstrated skills related to professionalism within the work environment and in front of customers/clients. Basic understanding of most of the following, and Proficient in at least three of the following: Windows Operating Systems

• 7-11 MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• 2000-2016 Collaboration tools, including Teams, Meets, Zoom Basic network support: Understanding of a domain/corporate IT environment, including PC/Laptop setup and troubleshooting steps.

Basic knowledge of network technologies (LAN, WAN, wireless) Computer hardware support: Troubleshoot issues with laptops, desktops, compute devices USB devices and peripherals Associate's Degree in Information Technology or equivalent experience. At least 1 of the following relevant industry certifications is preferred: Comp

TIA A+ MCDST HDI-SCA

• HDI Support Center Analyst Communication skills Customer service skills are key:, we focus on helping PEOPLE through supporting technology. Making happy customers is our #1 priority! Excellent verbal and written communication skills are a necessity. Ability to stay calm under pressure and/or escalating issues in high
• pressure situations.

Video Conferencing may be required from time to time. Must be able to document solutions in our knowledge base tool, sharing knowledge and capabilities with the rest of the team. Service Planning Staying available for calls and tickets throughout the duration of your shift. Being available for our re-occurring on-call support rotation schedules. Work as a cohesive member of the support team, providing support to others whenever possible. Contribute to globally standardizing Collabtech's resources within the broader team to simplify and optimize the services provided. Delivery Accountable, timely, and quality delivery of services. Manage service requests rom end

• to•end to ensure the quality and completion of an incident.

OWN the customer experience! Ensure any scheduled appointments are meticulously tracked and attended. Understand and help further improve the core goal of delighting each and every client.

Experience:

3 year+ (Preferred) of Technical Call Center/Help Desk experience 1+year (Required) experience in a supervisory or leadership role

Willingness To Travel:

10%

Location:

Mesa, AZ

• IN

OFFICE POSITION

Schedule:

Monday

• Friday 8 am
• 5 pm

Other:

Resume MUST be submitted in English.

Job Type:

Full-time Pay:

$26.00

• $34.

00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Windows:

2 years (Preferred)

Work Location:

In person