Coaching, Cross-Functional, Customer Service Evaluation, Customer Service Management, Documentation, Identify Issues, Information Technology & Information Systems, Leadership, On Site Support, People Management, Process Improvement, QoS (Quality of Service), Quality Monitoring, Schedule Development, Statistics, Technical Leadership, Technical Support, Telephone Skills
SPECIFIC RESPONSIBILITIES:
LEADERSHIP AND SUPERVISION:
- Oversee the Phone Support & Field Tech Supervisors and cover their departments in their absence.
- Help develop leadership skills in Phone Support and Field Tech Supervisors by providing guidance, feedback, and support.
- Participate in regular meetings with supervisors to review department needs, ongoing issues, and upcoming priorities.
- Delegate tasks from the Support Center Director to the Phone Support and/or Field Tech supervisor.
- Assist the Support Center Director in any projects or tasks that they request assistance with.
CUSTOMER SERVICE QUALITY AND ESCALATION:
- Monitor the overall quality of service provided by the Support Center and IT Department as a whole.
- Serve as the liaison between the IT Departments and unhappy users.
- Act as the 1st Der of escalaDon for any difficult or upset users.
- Meet with users via phone call, virtual meeDng, or physical meeDng to discuss any discrepancies in the quality the Information Technology team provides to the university.
POLICIES, PROCEDURES, AND PROCESS IMPROVEMENT:
- Assist in creating, updating, and enforcing Support Center policies, procedures, and expectations.
- Review and improve documentation used by student workers, full-time staff, and supervisors.
- Track tickets, processes, and recurring issues to identify any areas within the Support Center that can be improved.
- Communicate important updates, process changes, or service-impacting issues to Support Center staff.
STAFFING, SCHEDULING, AND COVERAGE:
- Create schedules and coordinate with Student Workers when any coverage is needed.
- Monitor department coverage to ensure adequate staffing during peak times, breaks, holidays, semesters, and special campus events.
- Assist with planning support coverage for NPO, major events, semester starts, move-in periods, and other high-volume periods.
- Adjust and confirm submitted timecards.
TRAINING, COACHING, AND HIRING:
- Assist supervisors with coaching student workers and staff when performance, aSendance, or customer
service concerns arise.
- Conduct initial and secondary interviews with potential Support Center candidates.
- Ensure new Student Workers have a point of contact for onboarding and training.
TICKET MANAGEMENT AND INTERDEPARTMENTAL COMMUNICATION:
- Communicate to other departments about overdue tickets at the beginning of every week.
- Help coordinate communication between IT teams during outages, service interruptions, or major technical issues.
REPORT HANDLING:
- Inspect reports for RingCentral statistics daily and provide feedback on areas we can improve.
- Set up new accounts with their personal email address as a verification method daily.
WORK SCHEDULE:
This is a full-time position.
WORK LOCATION:
This position will work on the main campus, located at 3000 Mountain Creek Parkway, Dallas, TX 75211
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Dallas Baptist University