Lead - Support Center Representative
On-site · Katy, Texas, United States
Job Summary
Lead - Support Center Representative who delivers quality customer service to TSC customers as the single point of contact for reporting problems or inquiries. Manages day-to-day service delivery, logs and tracks questions and problems through resolution, trains new TSC representatives, coordinates monthly work schedules, escalates high-impact issues, and works to increase first-call resolutions. Requires 5+ years in a TSC/helpdesk or support center environment, strong verbal and written communication, problem-solving, initiative, assertiveness, and project-management skills; thorough knowledge of enterprise-wide service delivery procedures and operating tools; ability to collaborate with IT groups and business units. Reports to IT management and supports technology applications and processes with a proactive, customer-focused approach.
Required Qualifications
- High school diploma or equivalent required
- At least 5 years of experience on TSC helpdesk or support center environment required
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