General Purpose and Essential Duties:

The Lead Tech Support Specialist in Customer Operations provides mentoring and coaching assistance for the Customer Tech Support Specialists. In addition, the Lead Tech Support Specialist also provides operational support to improve the overall performance of the team and ensure Guardian is providing a best-in-class customer experience by successfully resolving the customer’s issue while keeping the best interests of Guardian and the customer in mind.

• Serves as subject matter expert (SME) on the customer operations floor, ensuring all Customer Tech Support Specialists have access to the expertise and assistance they require.
• Interact with customers to provide problem solving, de-escalation when needed, and resolving system issues and concerns.
• Complete, compile and share weekly reports related to technical support efforts to proactively identify both training and process improvement opportunities.
• Assist in onboarding, new hire, and ongoing training of technical support team members as needed.
• Provide real time assistance to ensure that Customer Tech Support Specialists are knowledgeable, courteous, and able to resolve customer issues.
• Coach Customer Tech Support Specialists to improve contact handling skills, technical systems knowledge, troubleshooting techniques, and communications skills so that they can consistently meet or exceed performance goals.
• Monitor customer interactions to ensure quality and consistent service is being delivered.
• Understand, support, and continually refine Guardian Alarm Customer Operations standard operating procedures (SOPs) as related to technical support.
• Drive process efficiencies through feedback to the leadership team to strengthen processes and drive consistency in customer care to achieve great customer service and reduce truck rolls.
• Research to provide context and detail on all escalations, documenting fully in MAS and/or CRM.
• Demonstrate leadership skills and qualities.
• Serve as back-up to the Supervisor to run the floor for designated periods of time as necessary.
• Work as a front-line specialist 25% of the time to remain current with all sites, SOPs and identify any areas for improvement.

Required Education, Experience, Skills and Abilities:

• Excellent verbal and written communication skills
• Extensive knowledge of customer service procedures and principles
• High level of empathy and approachability
• Organized with attention to detail
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor people
• Proficient in Microsoft Office Suite or related software
• High School Diploma or equivalent
• Some college or equivalent working experience preferred
• 2-3 years of call center experience, security alarm industry experience a plus
• Previous process improvement or training experience
• Experience in coaching others and improving performance
• Thorough understanding of a Customer operations department
• Experience in resolving alarm conditions