Afterhours Shift Leader
Position Description:
The After-hours Shift Leader is responsible for supporting multiple Service Desk clients and a leveraged group of analysts, supporting them technically, functionally and operationally. The ideal candidate must possess strong interpersonal skills and a good balance of technical leadership abilities; including an understanding of how support services are delivered to multiple clients while meeting internal and client objectives. The After-Hours Support Center Shift Leader will mentor and train team members on technical developments, customer service and serve as a resource for handling advanced technical issues. As a working leader, the After-hours Support Center Shift Leader's duties will include both front-line and leadership responsibilities. This role will support overnights, weekends, and holidays.
Job Type:

• Full Time

Shift:

• Afterhours shifts can fall on 12-hr days or 12-hr nights schedule

Location:

• 100% On-Site Wichita

Essential Duties/Responsibilities:

• Fielding customer requests and other front-line duties in support of our clients' needs in a fast, friendly manner and can explain complex technical processes
• Guide and coach team members on technical and service issues to ensure effective resolution
• Ensure service level agreements & quality standards are consistently met or exceeded
• Provides second tier support, for incident, and problem management to end users on technology issues
• Administer technical and procedural documentation in support of client and agent needs
• Administer and deliver training content to team members as required
• Other duties as needed

Required Skills:

• Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving and analytical abilities while working independently
• Strong commitment to quality customer service
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments
• Attention to detail and ability to multi-task talking to customers while performing technical computer work
• Ability to follow and improve existing and new processes and procedures
• Proficiency and Experience with Microsoft Office products
• Ability to manage multiple tasks and priorities
• Strong analytic and problem-solving skills
• Candidates must also be able to work assigned shifts

Experience/Education:

• Previous supervisory experience, preferably in a call center or technical support center environment would be considered an asset

Come Work With Us! About Buchanan Technologies:
Since Buchanan's inception over 30 years ago, we have operated on 5 core values - People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.
Why Work at Buchanan?
At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.
Things We Are Passionate About
We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people-centric company, focused on growth and diversity for our workforce. Come join us and let's build something amazing together.
Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.