Platform Support Lead

State/Province
Florida
City
Miramar
Position Type
Regular Full-Time

Overview

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises, from startups to Fortune 500.

 

The Platform Support Lead is responsible for ensuring quality and handling escalated issues received via Live Chat, Email, Mail and/or Phone. The focus of the Lead will be to triage and resolve individual escalations, prevent further escalations by resolving underlying issues, manage the escalation queue, and document opportunities for process improvements. Serving as the central point of contacts for escalations, this position will work closely with other departments to make operations more scalable and structurally sound.

Responsibilities

  • Manages customer escalations and issues to full resolution
  • Work extensively with other departments as an advocate of the customer to manage resolutions that require cross-functional effort
  • Point of contact for escalated questions and issues from the Platform Support Team
  • Documents customer issues, interactions, and ticket resolution in the Service Now System
  • Works with Compliance Department to provide information for high level complaints
  • Prepares and distributes department reports
  • Supports escalated chats via Live Chat and solves customer issues within SLA standards
  • Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, “best practice” creation, detailed documentation, and process refinement and streamlining
  • Responsible for completing and delivering quality assurance scans
  • Analyze data to determine trends, opportunities and improvement plans
  • Other duties as assigned

Qualifications

  • Proven ability to resolve issues; Strong passion for customer service
  • Knowledge of CRM, BMS, Service-Now, and VPS systems
  • Knowledge of Registration, Enrollment and Partner Support standard operating procedures
  • Experience improving processes and workflows to increase efficiency
  • Self-starter with ability to work independently and on multiple initiatives at the same time
  • Ability to work effectively cross-functionally with a proven track record of driving results.
  • Excellent communication skills (written and verbal)
  • 2 years of experience handling escalations via phone, chat or email
  • Ability to prioritize, meet deadlines while completing tasks in a timely manner
  • Meet attendance schedule with dependability and consistency

 

Competitive Compensation and Benefits which include:

 

  • Health/ Dental/ Vision/ Flex Spending Benefits 
  • 401k, Retirement 
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance 
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

 

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