IT Customer Experience Team Lead
: Job Details :

Supervises and supports day-to-day operations of the IT Customer Experience team including call prioritization, aging ticket review, team member performance, and customer responsiveness. Provides exceptional support experience while demonstrating end-to-end ownership of care for our clients. Implements short-term and long-term customer support strategies created by Manager IT Customer Experience. Serves as Tier 2 escalation point for customer concerns as well as technical escalation support for team members. Responds to real time customer requests for support within the Customer Relations space. Trains the team on core team deliverables and proper updating of ServiceNow system. Proficiency in Vendor and Customer Support tool internal SME for integration of functionality to business strategy, ensuring delivery of technical support and modifications, and continuous improvement. Supports Manager IT Customer Experience in maintaining positive relations with internal customers and IT stakeh...Customer Experience, IT, Team Lead, Technical Support, Experience, Customer, Manufacturing, Business Services