• Lead, Technical Support

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

    Come Be Apart

     

    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 companies.

    Responsibilities

    • Manage SLAs for chat and phone channels
    • Identify and make recommendations on how to reduce inbound traffic
    • Work extensively with cross-functional teams as an advocate of the customer, to manage the resolution of the customer issues that require cross-functional effort
    • Point of contact for escalated questions and issues from the Technical Support Team
    • Documents customer issues, interactions, and ticket resolution in the ServiceNow System
    • Works with Compliance Department to provide information for high level complaints
    • Supports escalated chats via Live Chat, solves customer issues and confirms issue resolution with each customer within SLA standards
    • Conducts QA and manages internal performance metrics
    • Provides training and conducts department meetings
    • Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, “best practice” creation, detailed documentation, and process refinement and streamlining;
    • Keep People Leader updated on important events or issues
    • Assists with other tasks as assigned

    Qualifications

    • Proven ability to resolve issues; Strong passion for customer service
    • Knowledge of BoldChat, LogMeInRescue, BMS, CRM, Service-Now, and Five9 systems
    • Knowledge of Technical 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

    Other Requirements:

    • The position will require shift work on a 24/7/365 basis in the Miramar facility, but primarily shift hours of 9:00am – 6:00pm EST, Monday through Friday
    • Due to the nature of our call center business Holidays and weekends might need coverage as well

     

     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

     

    Next Steps

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