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Production Support Lead

Orion Business Innovations Careers

This is a Full-time position in Woodcliff Lake, NJ posted April 6, 2020.

Production Support Lead Location Woodcliff Lake NJ FTEContract Job Summary As a part of Product Support the Team Lead is assigned a team of support agents who are dedicated to the task of quickly triaging, resolving, or escalating incidents to the next level of Support. Team Leads are expected to mentor and coach their team, conduct performance reviews, hold career discussions, and work incoming incidents as needed. Team Leads will also ensure their team members are meeting departmental Key Performance Indicators and metrics, and use quality management processes to develop their team members. Responsibilities Manage Tier 3 support team Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team Be available to assist their team as needed with case escalations, escalations, and processworkflow guidance Help recruit, hire, and develop new technicians Oversee team responses to customer questions, problems, and work requests daily Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data Maintain communication with partners and customers during the problem resolution process Manage and resolve escalations working with the appropriate teams Ensure analysts are providing accurate logging of issues and resolutions in our software Analyze performance of support activities and documented resolutions. Identification of trends, root-causes and the delivery of solutions to enhance the quality of service is incumbent upon the role Escalate problems when needed following Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel Maintain current knowledge of software products Evaluate and coordinate training needs of the team Proactively suggest and implement process improvements Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data Directly work escalated tickets and normal incoming volume, particularly on days where peak volumepeak seasons necessitate Respond to new tickets with an initial response and attempt to resolve on the first contact Gather necessary information to advance the case to higher-skilled support personnel when necessary Author knowledge based content Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations Stay informed on product changes and rapidly learn information about product functionality changes Qualifications Exposure on Microsoft .Net technologies, SQL 5+ years’ experience leading and managing technical teams 3+ years in a technical support role, Tier 3 Available for weekend on-call or after-hours duties Experience troubleshooting complex issues Ability to manage multiple tasks and projects for self and for team Degree in Computer Science or a related field