Position: Service Desk Team Lead
Company: Mobichord
Category: Support
Experience required: 3y
English level: upper

Responsibilities:

·       Completes a high volume of calls, tickets, chats with minimal mistakes;
·       Consistently top tier on all bonus metrics;
·       Participates in new hire training by demonstrating all SDR processes through shadowing;
·       Is the first line of defense for all questions SDRs ask about processes;
·       Can assist in fixing a mistake, provide coaching to the rep, or escalate to the Management Team.
·       They take ownership of customer requests;
·       Motivates the team to achieve 5 Star Service;
·       Has integrity and can admit when something was done incorrectly to ensure we can correct it as soon as possible.


Requirements: 
·       Showcases good interpersonal skills for customer and team relations and has relevant experience; 
·       Has integrity and can admit when something was done incorrectly to ensure we can correct it as soon as possible;
·       Trustworthy;
·       Shows up on time and ready to work;
·       Follows directions to complete tasks;
·       Knowledgeable about service desk systems and tools;
·       Excellent communication skills and English level - C1C2; Spanish as a second language as an advantage;
·       Strong organizational and time management skills;
·       Can monitor the ticket queue, call queue, and chats;
·       Able to work in a high-pressure environment and understands how to prioritize work, delegate to other team members to ensure proper workflow;
·       Is a positive force on the team;
·       Understands levels of escalation.