Customer Support Team Lead
Summary/objective
The Customer Support Team Lead is responsible for assisting the Customer Support Manager in maintaining the daily activities, ensuring efficient processes and provide informal leadership to a team of Customer Support Representatives.
Core Job Duties
Develop and maintain the technical knowledge base pertaining to the systems and functional knowledge of the supporting platforms. May be involved as a subject matter expert when potential changes to system or process occur. Develop training materials, presentations, job aids, knowledge checks, etc. to meet the Acts as first line of contact assisting to resolve daily issues Assist in researching discrepancies, reporting between systems, completing adjustments, and resolves inaccuracies Assist in managing escalated issues, while keeping the manager informed throughout entire process