Tier 2 Data Support Lead

As a Viaero Tier 2 Data Support Lead, you will assist in overseeing day-to-day operations of the Tier 2 Support Team. In this role you would assist the supervisor, handle escalated requests, and ensure internal and external customers are receiving exceptional assistance and resolution to a variety of issues. You would also provide valuable feedback to our management regarding ways to improve customer service and troubleshooting processes. This person will work onsite in Fort Morgan, Colorado.  

We're looking for a Lead to work Tuesday through Saturday from 10 am to 7 pm. 

Our Data Support hours of operation are as follows:

• Monday - Friday: 7 am to 7 pm
• Saturday: 8 am to 5 pm (rotating Saturdays)
• Sunday: 11am-5pm

Responsibilities and Duties:

• Ensure Customer Service is timely and accurate.
• Submit reports daily, weekly, and monthly for Tier 2 Data Support members.
• Provide feedback to Data Support members to improve best practice and customer experiences. 
• Handle customer disputes and take calls from customers who need more specialized assistance. You may also initiate calls to customers who have unresolved issues.
• Handle escalated calls.
• Handle billing issues and answer questions about bills, features, services, promotions, usage, and rate plans.
• Handle troubleshooting calls and Support Tickets.
• Help train new Tier 2 Data Support members.
• Help create Troubleshooting processes and training courses.
• Ensure all shifts are covered (rotating on-call).
• Other duties as assigned. 

Qualifications:

Viaero's Data Support Lead needs to have:

• Outstanding verbal communication and problem-solving skills.
• Excellent phone etiquette.
• Understanding of our plans, services, and the technical features of our products.
• Fantastic, demonstrated customer service skills.
• Ability to sit at a desk/computer station for extended periods of time. 

The ideal candidate would possess an associate degree, but previous experience in customer service, collections, sales, IT, or call center experience may be substituted for the degree. Candidates MUST have at least a high school diploma or GED and be able to successfully pass all pre-employment checks. 

What we offer:

• Competitive pay 
• Growth opportunities
• Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, free phone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave and holiday pay.