at ConvergeOne in Bloomington, Minnesota, United States
Job Description
Genesys Team Lead
Job Locations
US-Virtual Office
Position Type
Regular Full-Time
Requisition ID
2024-6077
Category
Information Technology
C1 Company Overview
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
Overview
The Account Service Team Lead is responsible for the leadership and direction of the assigned Engineering / Tech team and also be required to perform data analysis and reporting for the Management team.
#LI-JM1
Responsibilities
Motivates and inspires the team to deliver customer support of Maintenance and Managed Services contracts in a fast paced and demanding environment
Documents general reports on each team member's performance and targets as well as ensuring they exceed the targets
Collaborates and consults with engineers, customers, vendors and contractors to resolve customer issues
Follows up with customer contacts to ensure satisfactory resolution
Reports findings, track progress and document customer communication within incident management system
Manages team workload that meets defined Service Level Objectives
Acts as an escalation point to resolve client issues and manages escalations as necessary
Provides daily, weekly and ad-hoc data analysis and reports to management
Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
Qualifications
Bachelor's degree in telecommunications or equivalent related education and work experience
5 years' experience supporting assigned hardware and software
Superior skill in the use of Microsoft Excel for data gathering, analysis and reporting
Must possess strong computer skills and excellent working knowledge of general business applications, including MS Office and Skype for Business
Must possess excellent oral and written communication skills in English
Highly skilled in writing with details, accuracy and consistency
Strong analytical , interpersonal, and relationship building skills
Superior skill in the use of the Internet, e-mail applications, procurement/inventory systems, maintenance
Strong work ethic and personal drive to excel
Strong sense of urgency and commitment to get the job done correctly
Superior negotiation, coordination, and conflict resolution skills
Ability to use (and learn new) complex systems, technologies, and applications
Ability to adapt to change quickly and multi-task
Desired/Preferred Qualifications
Industry certifications on telephony and associated technology solutions
Two years working experience in the managed services industry
Familiar with both voice and data equipment and technologies
Team leadership work experience
Additional Information
C1 BENEFITS
* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this... For full info follow application link.
EOE of Minorities/Females/Vets/Disability
