LEAD CUSTOMER SUPPORT ASSOCIATE, STARLINK – Amazon Store

## RESPONSIBILITIES
📍Manage and monitor daily team priorities based on volume and capacity to ensure metric goals are met
📍Ensure team members are providing quality customer support and escalate concerns to leadership. Provide mentorship to customer support agents on resolving customer issues
📍Lead high impact projects centered around ongoing customer experience improvements. Provide the team with clear communication on the why behind changes implemented in the support organization
📍Identify operational gaps and provide solutions.

Assist in the implementation of solutions and work cross-functionally with customer success/operations engineering teams
📍Provide standardized and regular 1:1s with customer support associates reviewing key metrics and providing training and education
📍Update leadership on trending customer issues and track issues effectively
📍Field questions from customer support associates, and provide support and guidance
📍Own transfer of knowledge from the preceding shift lead to the following shift lead
📍Analyze team metrics to provide feedback on improvement opportunities
📍Triage and resolve customer issues across multiple channels (digital, voice, etc.)
📍Collaborate with internal teams; create and improve troubleshooting workflows, and resolve root cause issues

## BASIC QUALIFICATIONS:
📍High school diploma or equivalency certificate
📍1+ years of experience troubleshooting a consumer or enterprise product
📍1+ years of experience mentoring, coaching, or training other associates

## PREFERRED SKILLS AND EXPERIENCE:
📍3+ years of experience troubleshooting a consumer or enterprise product
📍3+ years of experience in a front line technical support role diagnosing, troubleshooting, or repairing technology products
📍Experience with reporting tools such as Excel and SQL dashboarding, reporting and visualization platforms
📍Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
📍Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
📍Excellent empathy, active listening, and resiliency skills
📍Strong attention to detail and excellent time management
📍Experience configuring and troubleshooting smartphones, tablets, and smart appliances operating on Windows, Linux, iOS etc.
📍Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.