1 Team Captain, Customer Support Job in Lehi, UT
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Team Captain, Customer Support
$59k-79k (estimate)
Full Time | IT Outsourcing & Consulting
3 Weeks Ago
Avetta LLC is Hiring a Team Captain, Customer Support Near Lehi, UT
SummaryTeam Captain functionally supports their Team Leader in a “Player Coach” capacity. As a Team Captain, they should be able to perform all Team Leader related functions and do so based on the needs of their Team Leader and team. They are expected to be a leader and mentor to the others on their team. This is an ideal steppingstone for anyone interested in advancing their career within Avetta’s Supplier Success organization.
They will spend approximately half of their time doing front line support for assigned suppliers and G2G campaigns. Support team members support both the Connect application and the underlying compliance and qualification business process. End-user entry points into Support include, phone, chat, web tickets and end-user self-service. The work performed by a Support rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications. Avetta Support provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction.
This role would require working a hybrid schedule in our Calgary or Lehi office (3 days in office, 2 days working from home).Essential Duties And Responsibilities
They will spend approximately half of their time doing front line support for assigned suppliers and G2G campaigns. Support team members support both the Connect application and the underlying compliance and qualification business process. End-user entry points into Support include, phone, chat, web tickets and end-user self-service. The work performed by a Support rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications. Avetta Support provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction.
This role would require working a hybrid schedule in our Calgary or Lehi office (3 days in office, 2 days working from home).Essential Duties And Responsibilities
- Professionally respond to customer service needs of Avetta customers via Phone, Chat, Email, Voicemail, SMS, and any other active service channels as assigned and needed.
- Provide Avetta Customers with World-Class service
- Co-manage, with your Team Leader, a team of up to 12 front line Premium- Sr. Supplier Success Professionals
- Coach, develop, mentor, and support your front-line teammates – lead by example
- Conduct QA on calls, chats, emails,
- Participate in Calibration sessions as needed
- Support new-hire training waves as a mentor if required
- Handle customer escalations and service recover efforts
- Support Team Leader in administrations functions such as attendance management, team reporting needs, and coordinating schedules with Workforce management team.
- Greater than half of the Team Captains time will be spent doing front line support
- Other duties, tasks and projects as required.
- Superior communication skills – both written and oral
- Meticulous attention to detail
- Strong multi-task skills
- An aptitude for learning online software systems
- Excellent troubleshooting and problem-solving skills
- Working knowledge of desktop productivity applications (Word, Excel, etc.)
- Passion/desire to help Customers
- Self-motivated
- Desire to learn both new technology and new business processes
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Time to Compliance/Completion percentage
- Customer Satisfaction (CSAT) Survey Scores
- Personal and team CSAT scores
- Live Support servicing metrics
- Phone & Chat Wait times
- Abandon %
- Service Level
- Quality
- Interaction
- Verification
- Campaign specific metrics and reporting’s
- Productivity
- Bachelor’s degree preferred. Associate degree will be considered
- Customer Service experience in a Software/Cloud company
- Fluency in at least one foreign language is a significant advantage
Job Summary
JOB TYPE
Full Time
INDUSTRY
IT Outsourcing & Consulting
SALARY
$59k-79k (estimate)
POST DATE
05/24/2024
EXPIRATION DATE
06/20/2024
WEBSITE
avetta.com
HEADQUARTERS
Orem, UT
SIZE
200 - 500
INDUSTRY
IT Outsourcing & Consulting
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