General Electric Staff Customer Support Team Lead in Atlanta, Georgia
Staff Customer Support Team Lead delivers front line support to our customers for various inquires using a mix of technical troubleshooting and customer service skills. Our customers include field engineers, distributors, sales staff, certified support providers, integrators, and end users. This role serves as the secondary facilitator to drive efficient and customer-centric processes and service for our customer base, while achieving optimum customer relationships, issue handling and time to resolution for all incoming functional area issues (Fill Product Family). Contributes knowledge, championing productivity programs, and acting as change agent for these programs.
In this role, you will:
Respond to customer requests via phone and email.
Research and troubleshoot issues involving all aspects of the GE Transportation Digital solutions, including but not limited to user interface, network and communication connectivity and performance
Train new hires and help in the onboarding process
Manage a daily resource schedule to ensure no gaps in coverage
Conduct daily team meetings to outline and prioritize work for the day
Ensure collaboration between team members is taking place
Monitor case management queues and ensure case quality
Manage and improve Support and Customer Satisfaction metrics. Monitor goals in support of departmental and corporate strategies, services requests queue management, reporting analysis (service response rate, team/individual stats, CSAT, staffing, overall performance.
Maintain current working knowledge of products
Handle case escalations of difficult or disgruntled customers
Ensure on going documentation of products and processes is taking place
Assign QA tasks handed down from development if required
Help deliver future training programs to customers via webinars
Keep open communication lines with offsite employees
Meet weekly with the Support Manager to update them on employee needs and performance issues
Assist Support Manager with ongoing cadence calls with the product team
Work closely with Support Managers, Account Managers and Customer Center counterparts to facilitate support solutions and respond to customer escalations in a timely manner
Provide leadership to ensure strong execution required to achieve support goals, initiatives and priorities
Drive operational excellence via continuous process improvement.
Drive innovation, growth, quality and best practice processes to meet customer and competitive needs Qualifications/Requirements:
BA/BS degree in Business or Technical Disciplines strongly preferred or a two-year diploma or extensive Customer Support background considered with appropriate experience or high school and 5 years of customer support experience.
At least 3 years of leadership experience in corporate environment or military.
At least 2 years of experience in a phone, e-service and onsite IT support services environment
3+ years customer experience
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
Must be willing to travel.
Must be willing to work out of an office located in Atlanta, GA. Desired Characteristics:
Prior demonstrated experience working in an IT Customer service role.
Ability to develop and execute multiple priorities and approaches to meet objectives, and exceptional interpersonal skills.
Able to fluently speak and write in the English language.
Punctual, prompt and consistent attendance a must.
Exceptional customer service and customer, situational and time management skills.
Strong computer skills, preferably experienced with CRM Software and Microsoft office products.
Strong external customer focus and customer orientation
Ability to work in a diverse global environment, cooperating with multiple teams simultaneously
Positive attitude when dealing with customers and co-workers.
Strong organizational capability
Previous experience leading teams and demonstrated results driving business impact
Demonstrated analytical thinking/problem solving ability
Tenacity & creativity in handling customer issues
Proven leadership and ability to orchestrate resources and motivate both direct and virtual teams
Strong business and product support acumen
An inclusive leader that builds a connection to the workforce through personal involvement and trust
Proven ability to influence and drive change through exceptional written and verbal communication skills
Ability to resolve complex issues within functional area and/or area of expertise
Ability to develop and execute multiple priorities and approaches to meet objectives
Direct customer relationship and support program management experienceTechnical Expertise:
Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding.
Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight, and manage expectations. Identify and report when there is deviation on scope, schedule or budget. Exceeds quality requirements and adapts to ensure standards are met in all situations.
Identifies inefficient processes.
Demonstrates ability to diagnose and solve basic to intermediate issues. Ability to isolate moderately complex scenarios down to actionable items within designated job function. Can be utilized to problem solve at customer sites as the GE representative. Seizes ambiguous situations as an opportunity to learn and demonstrate advanced researching capabilities. Serves as skilled resource to guide “aware” individuals. About Us: GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Locations: United States; Georgia; AtlantaGE will only employ those who are legally authorized to work in the United States for this opening.